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What is Vonage Contact Center's Omni-Channel Solution?
Using Vonage Contact Center's omni-channel solution, agents can work on work items—cases, chats, leads, and so on—that have arrived through Salesforce and on phone calls received through Vonage Contact Center (VCC).
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Interactions in Salesforce and VCCInteraction types
VCC makes different routing decisions based on the interaction type. Agents can perform different tasks on an interaction based on its type. Salesforce objects, work items, and interactionsSalesforce uses different terminology for the items known in VCC as interactions:
The Salesforce record may be a web chat or a case that arrive in Salesforce through Live Agent or email respectively. Defining a service channel in Salesforce for a Salesforce object enables Salesforce to route records of that type and makes such records into work items. |
Integration with Salesforce Omni-Channel presence
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| Salesforce Omni-Channel presence integration is available in both Salesforce Classic and Salesforce Lightning Experience. |
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- When the agent changes their state in ContactPad, their presence status updates in the Salesforce Omni-Channel widget
- When the agent changes their presence status in their Omni-Channel widget, their state updates in ContactPad
- When the agent logs in to ContactPad, the agent goes into an online presence status in the Salesforce Omni-Channel widget
- When the agent logs out of ContactPad, the agent goes offline in the Salesforce Omni-Channel widget
- When the agent goes offline in Salesforce Omni-Channel, the agent logs out of ContactPad
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When Salesforce assigns a chat to an agent, and auto-acceptance is enabled, the agent's state in ContactPad automatically changes to Busy Inbound. If auto-acceptance is not enabled, the chat shows as Alerting in ContactPad until the agent accepts it in the Omni-Channel widget. You can optionally configure changing the agent's state in ContactPad to Busy Inbound whenever the agent's presence status in the Omni-Channel widget is updated to a busy status. For more information, see Integrating with Salesforce Omni-Channel presence. |
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Integration with Salesforce external routing
An alternative approach to Salesforce Omni-Channel presence integration involves integrating with Salesforce external routing.
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For information about integrating with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center.
Multi-interaction routing
When you have configured omni-channel for VCC, VCC can route multiple interactions to an agent. The agent can work with those interactions at the same time. The number of interactions that an individual agent can work on depends on the available capacity of the agent.
ContactPad with multi-interaction routing
When multi-interaction routing is available in your account, agents will notice some changes in ContactPad. For information about ContactPad, see Overview of ContactPad. With multi-interaction routing, agents can work on multiple interactions—of different interaction types—at the same time.
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Queue information panel
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Information panel
The interactions list in the Information panel shows the interactions that an agent is currently handling. To see the interactions list, click All in the Information panel. Each interaction the agent is currently handling is presented as a separate item in the All tab. If, for example, an agent is handling two chats, both will be listed as separate interactions in ContactPad.
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Capacity
VCC sizes interactions according to their type. An interaction's size determines the percentage of an agent's capacity each interaction uses. Currently, you cannot configure an agent's capacity. The following values are the default sizes of interactions of different types:
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If enabled for your account, you can configure the capacity used by different interaction types. For information about configuring interaction capacities, see Configuring multi-interaction routing.
Optimum load
An agent's optimum load is the ideal capacity that their assigned interactions should consume. When the optimum load feature is enabled, VCC preferentially routes interactions to agents whose assigned interactions consume closest to but less than their configured optimum loads. VCC routes interactions to these agents rather than agents who are idle, that is, not working on any interactions.
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If enabled, you can configure optimum load settings for your account. For information about configuring optimum load for your account, see Configuring multi-interaction routing.
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The optimum load feature does not work if either of the two interrupt toggles have been enabled: |
Interruption and resume
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Interrupt and resume are only available if you are using Salesforce external routing. |
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For example, an agent is working on three non-live interactions and the interrupt feature is enabled for both live and semi-live interactions:
Live interactions
Section Column width 50% When a new live interaction arrives, VCC interrupts all three non-live interactions and routes the live interaction to the agent. After the agent finishes handling the live interaction, VCC resumes the interrupted non-live interactions and the agent can continue to work on them.
Column width 50% Semi-live interactions
Section Column width 50% When a new semi-live interaction arrives and is accepted (either automatically or by the agent), VCC interrupts just one of the non-live interactions to free up enough capacity (50%) to handle the semi-live interaction which requires 33% capacity. VCC routes the semi-live interaction to the agent. After the agent finishes handling the semi-live interaction, VCC resumes the interrupted non-live interactions and the agent can continue to work on them.
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The toggles should not be enabled if the optimum load feature is being used. |
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If cross-media consult is enabled for your account, an agent can consult with a third party while they are handling a semi- or non-live interaction. The third party could be another agent or someone on another phone number. The agent always performs the consult using a phone call.
For information about using cross-media consult, see Using multi-interaction routing.
Transferring interactions
While working on an interaction, agents can transfer the interaction to another agent, number, queue or service depending on the type of interaction:
Live interactions
Agents can transfer live interactions to another agent, number, queue or service in the normal way using ContactPad. For information about transferring live interactions, see Making and receiving calls in ContactPad.Semi-live interactions
Agents cannot currently transfer semi-live interactions.Non-live interactions
Agents can transfer a non-live interaction to another agent or service. For information about transferring a non-live interaction to another agent or service, see Using multi-interaction routing.
Note If cross-media consult is enabled for your account, agents might also be able to consult with another agent, number, queue or service before transferring.
Agent Availability API
This API provides information on the availability of a customer's agents. The suggested use includes a customer using this API on their website to only show the live chat button when an agent is available. For more information on the Agent Availability API see the the API documentation site.
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The implementation of the API relies on the customer having the development skills available their side. |
Auto-acceptance of or declining semi-live interactions
If auto-acceptance is enabled in your Salesforce org, when VCC routes a semi-live interaction to an agent—as long as the agent has capacity to handle the interaction—the agent automatically accepts the interaction. (If the agent doesn't have capacity, the interaction remains in the queue until the agent does have capacity.)
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You can also configure timeouts for semi-live interactions in the Omni-Channel widget. If an interaction has been waiting in an agent's Omni-Channel widget for the configured period of time, Salesforce automatically declines the interaction on the agent's behalf and the interaction returns to the queue. VCC routes the interaction to another suitable agent when such an agent becomes available.
Notifications
When VCC routes an interaction to an agent, notifications received by the agent depend on the interaction type. For information about what happens when VCC routes a new interaction to an agent, see Examples.
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