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            Create Omni-Channel Queues for Workforce Engagement

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            Create Omni-Channel Queues for Workforce Engagement

            Route assignments to your agent teams so that they can share the incoming work. Set up a routing configuration and Omni-Channel queues. Then add your agents to each queue.

            Required Editions

            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            View supported editions.
            User Permissions Needed
            To create or change queues: Customize Application AND Manage Public List Views
            Important
            Important Workforce Engagement supports Omni-Channel queue-based routing, not Omni-Channel skills-based routing.

            To set up Omni-Channel queue-based routing, you can use the Omni-Channel setup flow. Or follow these steps and check that your configuration is ready for Workforce Engagement.

            1. Enable Omni-Channel. From Setup, in the Quick Find box, enter Omni-Channel Settings, and then select Omni-Channel Settings. Turn on Omni-Channel.
            2. Create the service channel that you want to associate with the queue. From Setup, in the Quick Find box, enter Service Channels, and then select Service Channels. Although it’s possible to link a queue to more than one channel, we recommend only one channel per queue.
            3. Create a routing configuration. From Setup, in the Quick Find box, enter Routing Configurations, and then select Routing Configurations. Specify the settings for queue-based routing. To use Omni-Channel queue-based routing in Workforce Engagement, make sure to deselect Use with Skills-Based Routing Rules.
            4. Create a presence configuration. From Setup, in the Quick Find box, enter Presence Configurations, and then select Presence Configurations.
            5. Create a queue for the incoming work. From Setup, in the Quick Find box, enter Queues, and then select Queues. Name the queue, associate a routing configuration, and select an object to assign to the queue. For example, you can associate the queue with standard supported Salesforce objects, either case, chat transcript, messaging session, or voice call, or with a custom object for your channel. Add the agents who can receive work from each queue as queue members.
             
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