How does Omni-Channel work in Salesforce?
Omni-Channel replaces manual queue-picking with automated, real-time work distribution. When a work item (Case, Lead, Chat, Messaging session, or any custom object) enters a queue, Omni-Channel evaluates agent availability, capacity, and optionally skills, then routes the item to the best-matched agent. Agents see new work pushed to their Omni-Channel widget or tab, with accept/decline options depending on configuration.
Omni-Channel supports two routing models: queue-based routing (simpler, routes based on queue membership and capacity) and skills-based routing (routes based on agent skills matched against work item attributes, for example, routing a Spanish-language case to a Spanish-speaking agent with billing expertise). Capacity is managed through Presence Configurations, which set how many work items each agent can handle simultaneously, with different weights for different channels. Supervisors monitor real-time routing through the Omni Supervisor tab, which shows agent statuses, queue backlogs, and wait times. Clientell AI can configure Omni-Channel routing rules, skill definitions, and capacity models to optimize agent utilization and customer wait times.