What is Enhanced Omni-Channel?

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 world!

Why does Enhanced Omni-Channel even exist? What’s wrong with the previous platform?

First – the boring stuff! In technical terms, Enhanced Omni-Channel is running on a whole new backend infrastructure, that is built for increased horizontal scale on Hyperforce. The existing platform has served us well until now and will continue to be supported for the foreseeable future, but as we look to scale & streamline our applications, a new one was required.

What do I get with Enhanced Omni-Channel?

Enhanced Omni-Channel is available to all of our customers as part of the Winter ’24 release, and at launch includes:

More detail on these shortly, however the other important thing to note is that all future innovation on Omni-Channel will only be available to customers on Enhanced Omni-Channel – so if you want any routing, agent or supervisor experience improvements then you will want to upgrade as soon as you can!

What is the Enhanced Agent Experience?

I’m so glad you asked! In Winter ’24, we’re excited to bring a new Agent Inbox experience to our Omni-Channel users. This new experience is optimized for asynchronous and long running work, allowing agents to see all the work on their plate in a single Inbox view. This gives agents much more visibility into their backlog and is much easier to use – and what’s more, this is just the beginning of the enhancements to their experience!

Paused Work

Those with keen eyes may have noticed something a bit strange in the screen shot – what does that ‘Paused’ badge mean? As part of this upgrade, we have improved the Status Based Capacity setup, to add a ‘Paused’ status alongside the previous ‘In-Progress’ and ‘Completed’ statuses for work. This means customers can now define situations where the record owner retains ownership and visibility of work in their Inbox, but the work doesn’t consume their capacity.

Once there is work to be done, the user is notified via the blue dot shown above – this is just the first use case of this notification, and we’re confident that users are going to love it!

These are just the beginning of an improved agent experience – more big changes are coming soon!

What is the Enhanced Supervisor Experience?

We haven’t forgotten about our Supervisors! Omni-Supervisor is great, but it has lacked a high level summary view, where you can see the health of your operations in one place – that is until now! The first feature available for Enhanced Supervisors is a new Wallboard view allows you to quickly and visually get a quick pulse check of your team in real time, allowing easier and faster identification of any actions that may need to be taken.

Check wait times, queue or skill backlog sizes, handle times, agent status & agent capacity all at a glance, and filter to see your most important queues or skill combinations.

What’s the catch? Do I lose anything when I upgrade to Enhanced Omni-Channel?

Sounding too good to be true? For most Omni-Channel customers, you will lose absolutely nothing, and all features that are available today will continue to work on Enhanced Omni-Channel with no changes necessary after upgrading – agents just need to log out and back into Omni-Channel.

However, for any customers using our Chat channel (formally known as LiveAgent), or any ‘Standard’ Messaging channels (such as SMS or WhatsApp) will need to upgrade to their ‘Enhanced’ equivalents before upgrading to Enhanced Omni-Channel, as these channels will stop working after the upgrade.

Learn more about upgrading from Chat to the Messaging for In-App or Web product here.

Sounds great! How do I upgrade?

It couldn’t be simpler! Navigate to ‘Omni-Channel Settings’, and click the toggle on the right hand side. That will walk you through accepting the required terms and conditions, before enabling Enhanced Omni-Channel. After that, with a quick logout of Omni Channel and a screen refresh, the new Agent & Supervisor experiences will show up!

I hope this post answers the question of what is Enhanced Omni-Channel and motivates you to turn it on. We have an amazing roadmap of features that we will continue to deliver on the Enhanced Omni platform – stay tuned and keep logging your ideas on the Ideas Exchange!