You are here:
Divvy Up Work On Your Team with Routing
Use Omni-Channel to route work items (like cases, leads, chats, and messages) to the best-fit person on your team based on your team’s availability and the priority of the work. The most important work items are pushed to your team first.
Why Do We Use It?
Omni-Channel helps customers reach the right person on your team for their needs. Your team members don’t have to search for the next issue to solve—it’s pushed right to them in the Service Console.
Why Is It Important?
Omni-Channel pushes the highest-priority cases to your team. Your customers’ most important needs are addressed first, letting you help them more efficiently.
Did this article solve your issue?
Let us know so we can improve!
