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In today's world, it is essential for call centres to have some kind of software that provides insight into the work of agents. With this Supervisor, managers can make better decisions about how to allocate resources and improve agent performance by identifying opportunities for improvement in call handling skills and customer service skills. Check out this presentation by The Blueflame Labs, one of the best Salesforce Consulting Partners, on getting started on your omnichannel supervisor. <br><br>Read more: https://www.theblueflamelabs.com/lets-get-started-omni-channel-supervisor/<br>
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INTRODUCTION • Imagine Call Centre Managers and Supervisors had someplace to get a view of what’s going on with their Agents?. • This Supervisor works along Omni-Channel. • It offers Managers/Supervisors real-time insights. • It can display agent workloads and the status of work items. • Whenever they require help from supervisor agents can raise a flag. • Supervisors send messages and these messages only agent sees.
SET UP THE OMNI-CHANNEL • To enable Omni-channel to go to setup. Enter ‘Omni’ in the search box and click on Omni-Channel Settings. • Click on check the Enable Omni-Channel checkbox. • Once this is enabled create the ‘Service Channels’. • The ‘Service Channels’ setup creates the presence statuses. • Agents can view these statuses once they log in.
SET UP THE OMNI-CHANNEL • Go to Setup Enter presence statuses. • Give the name of the status. • Select service channels that should be assigned to this presence status. • Create routing and presence configuration • The routing configuration based on the size of the Item record is routed. • While creating the records we have the option to specify how records should route based on the routing model.
SET UP THE OMNI-CHANNEL • Go to Presence Configurations and click on New. • Enter the name and capacity. • Go to setup and enter the queue. • Create Queues and assigned that to Routing Configuration. • Once this is set up add Omni-channel to utility bar.
BACK TO OMNI-CHANNEL SUPERVISOR • Omni-Channel Supervisor provides filtering and sorting. • It will help you locate what you need. • With the sorting function, we can see which agent needs assistance. • You can provide whisper messages that the agent sees however, now no longer the customer.
OMNI-CHANNEL SUPERVISOR PROVIDED 3 DIFFERENT TABS • Agent Tab – In this tab, we can see who is available and busy. • Queues Tab – This tab shows whether it is queue-based/ Skills-based routing. • Work Tab – It shows the work summaries view of the queue. • When they need extra details, they could click on any agent, queue to look more without leaving Omni-Channel Supervisor.
OMNI-CHANNEL SUPERVISOR PROVIDED 3 DIFFERENT TABS • Omni-Channel Supervisor supports the Queue-based routing and Skills-based routing queues, and details are as follows: • If you are using Queue-based routing, you see the below tabs: (1) Queue Backlog (2) Assigned Work tabs • If you are using Skills-based routing, then you will see the below tabs: (1) Skills Backlog (2) Assigned Work tabs • If you are using both queues, then you will see all tabs.
MONITOR TRANSCRIPTS IN OMNI-CHANNEL SUPERVISOR • With the help of this, we can send private messages to agents. • Make sure you have Omni-Channel enabled. • Go to Setup=> enter Supervisor => select Supervisor Settings
SELECT THE FUNCTIONS WHICH YOU NEED TO ENABLE: • Conversation monitoring – When selected, support supervisors can view conversations between agents and customers. • Agent sneak peek – When selected, supervisors can see what agents are typing before they send the message. • Customer sneak peeks – When selected, supervisors can see what customers are typing before they send the message. • Whisper messaging – When selected, supervisors send private messages to agents during a chat.
CHANGE QUEUE BASED ON SKILL • You can easily change the queue based on skill to support customers. • Go to Setup=> enter Supervisor ==> select Supervisor Settings • Select Queues and skills ==> Save • Change queues and skills on agent tab => Click on the ‘Change Queue’ or ‘Change Skill’ button.
CHANGE QUEUE BASED ON SKILL • Configuration for Omni-Channel Supervisor: • Go to Setup=> enter Supervisor ==> select Supervisor Settings ==> Click New. • Enter Name ==> Add user and profiles. • This user treats as a supervisor which we want to specify agent visibility. • Need to add one public group => Click save.
OMNI-CHANNEL REPORTS • Real-time data means things change rapidly • With the help of reports, we can’t miss anything. • Track the average time of queue and work agents are handling.
CREATE REPORT TYPE FOR OMNI-CHANNEL • Go to Setup=> enter Report Types => Click Report Types. • Select New Custom Report Type. • Select Primary Object as ‘Agent Work’. • Enter the Label Name => Select Customer Support Reports. • Select Deployed => Click Next. • Not creating any object relationships so click on save.
CREATE A REPORT FOR OMNI-CHANNEL • Go to App Launcher => Report => New Report. • Select ‘Customer Support Reports’ ==> Select the report type. • Add the columns that we need to display on the report. • If we need to see the console data then add Speed to Answer, Assign Date, Handle Time, Decline Date, Decline Reason, Active Time.
SUMMARY: • Omni-Channel is a tool that works with the Sales or Service Console • It helps automatic routing of different kinds of work items (such as Leads and Cases) to agents. • Supervisors send messages and these messages only agent sees. • The Blueflame Labs has been working as one of the best Salesforce Consulting Partners. • We offer a wide range of Salesforce Services. • To know more in detail about the Omni-Channel and seek assistance.
