Omni-Channel Setup Guide

Transcription

LiveTextAgentforSalesforce
Omni-channelConfiguration
Guide
(C)2016HEYWIRE–ALLRIGHTSRESERVED
LiveText Agent for Salesforce Omni-channel Configuration Guide
TableofContents
Who should be looking at this document? .................................................................................. 3
Prerequisites .............................................................................................................................................3
See also ......................................................................................................................................................3
What is Omni-channel? ................................................................................................................ 4
What can I do with Omni-channel? .......................................................................................................4
Differences between the Omni-channel widget and the LiveText Agent widget ...............................4
Omni-channel Configuration ....................................................................................................... 7
Assumptions made about the state of your Salesforce org ..................................................................7
How to enable and configure omni-channel for use with LiveText Agent .........................................7
Next steps… ................................................................................................................................. 21
Utilize the LiveText Agent ITR to route text sessions to different queues .......................................21
Configure custom reports based on the omni-channel objects .........................................................21
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www.heywire.com/livetext/
Whoshouldbelookingatthisdocument?
This document is intended for Salesforce System Administrators that have previously
installed and configured LiveText Agent in a Salesforce organization. This document will
describe advantages and disadvantages of using omni-channel and provide step-by-step
instructions for enabling and configuring omni-channel in a Salesforce org that has not
previously used omni-channel.
Not a System Admin?
Salesforce users looking to get the most from LiveText Agent for Salesforce should instead
refer to the LiveText Agent User Guide available on the LiveText Agent AppExchange
Listing:
(https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5hBtEAJ).
Prerequisites
The following prerequisites should be completed prior to reviewing this information contained in
this document.
1. Install and configure LiveText Agent for Salesforce. Refer to the Installation Guide for
LiveText Agent for Salesforce available on the LiveText Agent AppExchange Listing
for more information:
https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5hBtEAJ
2. Review Salesforce’s Omni-channel for Administrators guide.
https://resources.docs.salesforce.com/sfdc/pdf/service_presence_administrators.pdf
3. Review the Inbound/MobileOriginate(MO)Messaging section of the Salesforce
AdministratorGuideforLiveTextAgent.
http://www.heywire.com/tech-docs/admin_guide.html _inbound_mobile_originate_mo_messaging
Seealso
The following additional sources of information are recommended for review, but not required
prior to reviewing this information contained in this document.
1. Salesforce’s Omni-channel for Developers guide.
https://resources.docs.salesforce.com/latest/latest/enus/sfdc/pdf/service_presence_developer_guide.pdf
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WhatisOmni-channel?
Salesforce’s administrator guide provides the following explanation:
“A comprehensive customer service solution that lets your call center route any
type of incoming work item—including cases, chats, or leads—to the most
qualified, available agents in your organization. Omni-Channel integrates
seamlessly into the Salesforce console.”
WhatcanIdowithOmni-channel?
Omni-channel offers several features that allow Salesforce administrators to:
1. Manage the priority of work items (IE: Text Sessions, Cases, etc.) to route the highest
priority items to agents quickly.
2. Manageagents’ capacitytotakeon workitemssothatthey aregivenonlythe
numberofassignmentsthattheycanhandle.
3. Define which agents canworkondifferenttypesofassignments.
Omni-channel is also designed to assign work items based on an agent’s capacity relative to
other agent’s capacity or to assign work items based on an agent’s availability relative to other
agent’s availability.
DifferencesbetweentheOmni-channelwidgetandtheLiveTextAgentwidget
If your Salesforce org has already been using LiveText Agent with the standard LiveText Agent
widget then you are already familiar with the LiveText Agent widget’s capabilities to notify
agents of new inbound text sessions. When the omni-channel feature is in use, the omni-channel
widget needs to be used in place of the LiveText Agent widget to route text sessions to agents.
The capabilities of the omni-channel widget differ from the capabilities of the LiveText Agent
widget. The differences between the two widgets are summarized in the table below. Please
review this information carefully to determine if omni-channel is a good fit for your
organization.
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Widget
LiveText Agent Widget
Omni-channel widget
Advantages
• For use with Pull Routing Routing text sessions to all active
agents assigned to a specific phone
number.
• Integrates with browser notifications
to provide visual alerts to agents of
incoming text sessions and
connection failures. These will be
seen even while an agent is not
using his/her web browser.
• Provides agents with the most
information pertaining to an
inbound (MO) text session before it
is accepted.
• The simplest widget to configure.
• For use with Push Routing - Routing
text sessions to specific queues or
specific agents.
• Enables routing based on agent capacity
(Most available or Least active).
• Agent presence may be able to set from
one console widget for all channels
(Text, Phone, Case, Etc.)
• Enhanced reporting: Salesforce logs a
record every time an agent changes status
or a work item is routed to an agent. The
following reports can be generated:
o Agent speed to answer
o Capacity utilization
o Agent status duration
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Widget
LiveText Agent Widget
Omni-channel widget
• Not for use with Push Routing.
• Agent presence for channels other
than text messaging must be
configured manually using
additional console widgets.
• Agents configured to support high
volume phone numbers will receive
many notifications.
• Not for use with Pull Routing.
• Browser notifications are NOT
supported.
• Incompatible with the No Available
Users Message (See the Installation
Guide for LiveText Agent for Salesforce
for more information.
• Only the first message sent by a texter
will appear in the omni-channel widget
before an agent accepts the text session.
• The LiveText Agent widget must still be
displayed in the console toolbar of any
Salesforce application configured to use
the omni-channel widget.
• The Text Session Header object must be
loaded as a primary tab in a console
application when a new Text Session is
accepted from the Omni-channel widget.
• More complicated to configure than the
LiveText Agent widget.
Disadvantages
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Omni-channelConfiguration
AssumptionsmadeaboutthestateofyourSalesforceorg
If you have finished digesting the information in the sections above and believe that omnichannel will be a good fit for your organization this section provides step-by-step
instructions for enabling omni-channel. The instructions in this section make the following
assumptions:
1. Omni-channel was not previously enabled or configured in your Salesforce org.
2. The user account being used to install and configure omni-channel was previously
assigned to the LiveText Admin and LiveText Admin Standard Object
Permissions permission sets.
3. LiveText Agent is the only channel you will be supporting with your initial omnichannel configuration.
4. Your organization is not already utilizing a queue that you would like to also use for
text session routing.
5. All inbound (Mobile Originate) text sessions will be routed to the same queue.
6. You have not previously configured the LiveText ITR for automated inbound (MO)
message handling.
If any of the assumptions above do not apply to your Salesforce org, omni-channel will still
be able to be configured for your Salesforce org. It will, however, be necessary to modify
some of the following steps to work with the existing configuration of your org. Please
contact HeyWire support for more information.
A user with administrative privileges must complete the instructions in this section.
Howtoenableandconfigureomni-channelforusewithLiveTextAgent
1. Navigate to Setup
2. Navigate to Build > Customize > Omni-Channel > Omni-Channel Settings
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3. Click Enable Omni-Channel and click the Save button.
4. Navigate to Build > Customize > Omni-Channel > Service Channels and click the
New button. Create a new service channel as follows and click the Save button.
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5. Navigate to Build > Customize > Omni-Channel > Routing Configurations and click
the New button. Create a routing configuration as follows and click the Save button.
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6. Navigate to Build > Customize > Omni-Channel > Service Presence Statuses and
click the New button. Create a service presence status as follows and click the Save
button.
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7. Navigate to Administer > Manage Users > Queues
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8. Click New. Create a new queue as follows. Add all applicable LiveText Agent users or
groups in the Queue Members section. Ensure that your own user account is included
in this list. Once complete click the Save button.
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9. Navigate to Administer > Permission Sets > LiveText Admin Standard Object
Permissions > Service Presence Statuses Access and click the Edit button. Move both
the Available and Offline service presence statuses to the Enabled Service Presence
Statuses box (as indicated below) and click Save.
10. Again navigate to Administer > Permission Sets. This time select LiveText Manager
Standard Object Permissions > Service Presence Statuses Access and click the Edit
button. Move both the Available and Offline service presence statuses to the Enabled
Service Presence Statuses box (as indicated above) and click Save.
11. Navigate to Administer > Permission Sets one final time and repeat step 11 above
selecting LiveText Agent Standard Object Permissions.
12. Navigate to Build > Create > Workflow & Approvals > Process Builder
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13. Click New and create a new process as follows:
14. Using the process builder configure a new process to route all inbound text sessions to
the LiveText_Queue by configuring the Omnichannel Routing process as follows:
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15. Click the Activate button and click the Confirm button to activate this process. Click the
View All Processes button to return to the My Processes page.
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16. Click the greater than (>) symbol next to the ConfirmOptIn process.
17. Click the Deactivate link and click the Confirm button to deactivate the ConfirmOptIn
process.
18. Click Back to Setup and navigate Build > Create > Apps
19. Click the Edit link next to the LiveText app. Move the Omni-Channel console
component from the Available Items picklist to the Selected Items picklist under the
Choose Console Components section:
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20. Click Save and navigate to the LiveText Admin tab of the LiveText Admin app.
21. Click Edit next to the phone number that you wish to configure for use with Omnichannel. In the Response Management section of the Phone Number Configuration
Settings page click the checkbox next to the ITR Enabled label:
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22. Repeat step 22 for all applicable phone numbers.
23. Navigate to the LiveText app.
24. Click the Omni-channel widget, click the Offline link and change your status to
Available by clicking the Available link.
25. Finally verify your omni-channel configuration by sending a text message to the phone
number modified in step 22. If you are the only user with you status set to Available a
new inbound text session should appear in the omni-channel widget:
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Nextsteps…
Having completing the steps outline in this document omni-channel is now configured for use
with LiveText Agent. To better meet the needs of your organization you may wish to further
customize and expand the capabilities of your LiveText / omni-channel integration. The
following sections provide information on how to route text sessions to different queues with the
LiveText ITR and how to configure custom reports based on the objects provided with omnichannel.
UtilizetheLiveTextAgentITRtoroutetextsessionstodifferentqueues
This document includes instructions for configuring a process builder process that routes
all inbound text sessions to a single omni-channel queue. The LiveText ITR can also be
configured to route text sessions to different omni-channel queues based on:
1.
2.
3.
4.
The content of the message LiveText receives from a texter
The LiveText number the texter texted
Information contained in Salesforce pertaining to the texter
Several other parameters
To learn more about the ITR and configuring LiveText Agent for Salesforce to
automatically handle Inbound / Mobile Originate (MO) Messaging and to send automated
Outbound / Mobile Terminate (MT) Messaging please visit:
http://www.heywire.com/resources/documentation/
Configurecustomreportsbasedontheomni-channelobjects
Omni-channel adds records to both the Agent Work and the User Presence objects
respectively whenever an object is routed to an agent with omni-channel or whenever an
agent changes his or her status with the omni-channel widget. Various reports can be
generated based on these objects to gauge the performance of a contact center. Refer to the
Omni-channel for Administrators guide and the Salesforce’s help site for Create a
Custom Report Type for more information:
1. Omni-channel for Administrators guide:
https://resources.docs.salesforce.com/sfdc/pdf/service_presence_administrators.pdf
2. Salesforce’s help site for Create a Custom Report Type:
https://help.salesforce.com/apex/HTViewHelpDoc?id=reports_defining_report_typ
es.htm
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Omni-Channel Setup Guide

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