Before setting up your Omni environment, it is important to understand all the working parts which contribute to it.
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Inbound routes |
Your inbound routes form a bridge from the outside world to your Omni environment. They take calls coming to a specific number, or messages to a specific address, and pass them to either a queue or a flow. |
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Queues |
Queues are the core of the omni environment. Call queues handle calls, message channel queues handle messages. Both offer up their calls or messages to agents, in order. When you have multiple queues, each can be assigned a priority, so calls from one queue will be offered before calls from another. You can define specific skills required by agents to serve a queue. |
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Flows |
While not a mandatory part of Omni, flows can be an extremely useful tool. Flows can do the initial call- or message-handling without needing an agent. They can, for example, handle calls outside your opening hours, or provide customers menu options to direct them to the correct queue. |
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Projects |
Among other things, your project determines which contact list is used, and which sender identity is used for outgoing messages. |
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Skills |
Your agents may have associated skill levels which determine the queues they are able to serve. |
If you have a lot of different activity in your Omni environment, it can be useful to filter your reports or dashboards to focus on particular activities. Many parts of your Omni environment can be flagged with a specific Sponsor or Office, letting you filter views in your Admin account based upon these flags.
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Sponsor |
A Sponsor is the owner of the activity and is mandatory for new projects or products, and optional for contact lists. |
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Office |
An Office is the location of the activity, either physically or organisationally. Offices are not mandatory. |
In the next article, consider how to apply these ideas to your own situation in Planning your requirements.