Route Work with Omni-Channel

Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade Standard Omni-Channel to Enhanced.

Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps.

Omni-Channel routes work requests to the most available and qualified support reps in the app. You can also provide real-time operational intelligence to support supervisors with Command Center for Service. Reps no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for reps to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly.

Note

Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied.

Review these recommendations:

• Use Omni-Channel to route and assign work. Omni-Channel finds the best assignee based on your Omni-Channel configuration and service rep capacity. You can also use Omni-Channel flows and route work based on skills. Also, reps can use the Omni-Channel widget to see and manage work assigned to them.
• Use Enhanced instead of Standard Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for reps and supervisors than Standard Omni-Channel. Also, future Omni-Channel features are developed on Enhanced Omni-Channel. See Comparison of Standard and Enhanced Omni-Channel and Enable and Configure Omni-Channel.

• Route Work with Omni-Channel
  Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows.
• Set Up Omni-Channel
  Set up Omni-Channel to route any type of incoming work item to the most qualified, available support reps in your call center. Omni-Channel integrates seamlessly into both console and standard apps.
• Upgrade Standard Omni-Channel to Enhanced
  If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps.
• Test Your Omni-Channel Implementation
  Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly.
• Manage Support Reps, Queues, and Skills
  Manage support reps, queues, and skills in your organization.
• Provide Customer Support for Real-Time Channels with Omni-Channel
  Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support.
• Prioritize Work By Acceptance Due Date
  Omni-Channel enables you to consider future dates while prioritizing work. This helps enhance routing prioritization and improves overall efficiency and SLA management. As a result, supervisors can more effectively monitor and manage their team's workload in relation to their SLA commitments. You can include an Acceptance Due Date with route work actions in Omni-Channel flows, allowing supervisors to see the due date for rep work. While submitting a work item, the admin can assign a target date to the work item. This is the date by which the admin expects the work to be accepted. Based on the target date, an admin can select the due date by which a service rep needs to accept the work item.
• Schedule Work Items for Future Routing
  Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately.
• Prioritize Work Items with Custom Request Date
  Maintain the original priority of a work item even if it's rerouted or reassigned.
• Optimized Routing for Agentforce Agents and Enhanced Bots
  Agentforce agents and enhanced bots use optimized routing to connect users to support faster.