If you have integrated VCC with Salesforce external routing, when interactions arrive in Salesforce, Salesforce delegates routing decisions to mapped interaction plans in VCC. Where configured, Salesforce uses VCC to route chats, cases, and messages (for example, WhatsApp messages) alongside phone calls.
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With most routing configurations, VCC and Salesforce share responsibility for routing interactions. VCC is responsible for routing calls and Salesforce is responsible for routing chats, cases, and messages. With such configurations, VCC will not be aware of how much agents' capacity is being used by interactions routed by Salesforce. VCC will route interactions to agents based on the capacity it knows about. This may result in VCC routing interactions to agents who don't have enough available capacity. When using external routing, you can configure VCC to be responsible for routing all interactions (calls, chats, cases, and so on). In this case, VCC will be aware of how much of the agents' capacity is available, based on capacity settings configured in VCC admin portal. VCC will route interactions to agents only if they have available capacity. For information about capacity settings in VCC, see Interaction capacities in Editing Configuration (Account Settings). |
When using Salesforce with external routing and SCV, in addition to phone calls, agents can transfer the following interaction types:
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