For those that were unable to make our presentation at Dreamforce, you can find the content here! The slide deck that we presented is below – for each of the 5 tips, there are posts on this website that dive into more details, however first, we announced that ‘Enhanced Omni-Channel‘ is now GA! Check out […]
This post is to describe how and when to setup and configure Status-Based capacity in Salesforce, when using Omni-Channel routing, including some common pitfalls and how to avoid them. One of the big issues we hear a lot is that admins will configure agents to have really high capacity numbers, so that they are always […]
Maybe you’ve heard about “Enhanced Omni-Channel” in our release announcements, or maybe saw a great new feature in a demo that you don’t have access to and want to learn more. You are in the right place! Let’s answer some common questions about Enhanced Omni-Channel, and get you excited to upgrade to a whole new […]
In recent releases there have been some big changes to Omni Supervisor setup to make life easier and more efficient for Supervisors. In the Winter ’23 release it has been taken a step further, by adding the ability to create your own Custom Actions using Salesforce Flow – this puts the power in your Salesforce […]
In the Winter ’23 release, an exciting new feature was shipped allowing admins to put more power in the hands of Supervisors to run their teams’ with a new configurable action framework from Omni Supervisor. You can leverage the power of live data on Omni Supervisor, across all of the tabs (lists of Agents, Queues, […]
In the Winter ’23 release, an exciting new feature was shipped allowing admins to put more power in the hands of Supervisors to run their teams’ with a new configurable action framework from Omni Supervisor. I’ve gone into some details on creating your own actions in this post, but this page is here to describe […]