Omni-Channel Routing

Service CloudOmni-Channel RoutingHow Omni-Channel pushes the right work to the right agent — human or AI: service channels, routing configurations, queue-based vs skills-based routing, presence and capacity, Omni-Channel flows, skills-based routing in Apex with PendingServiceRouting, AgentWork, supervisor tooling, Agentforce routing and escalation, external routing and reporting.Advanced · about 85 minutesWhat you will learn

Explain service channels, routing configurations, presence statuses, presence configurations and capacity models

Choose between queue-based, skills-based, direct-to-agent and external routing

Build an Omni-Channel flow that routes work with the Route Work action and a fallback queue

Implement skills-based routing in Apex using PendingServiceRouting and SkillRequirement with the IsReadyForRouting pattern

Route conversations to an Agentforce Service Agent and escalate to humans

Report on AgentWork and design a scalable routing architecture

Contents

Core concepts

Queue-based routing

Skills-based routing

Omni-Channel flows

Direct-to-agent routing and AgentWork

Routing to Agentforce and escalation to humans

Unified routing for voice

External routing

Supervising: Omni Supervisor and Command Center

Reporting on Omni-Channel data

Worked example: a tiered case-routing design

Best practices

Common pitfalls

Hands-on exercises

Key takeaways