How can I automatically route work assignments to agents?

Automatic routing of work to agents is done through Omnichannel. So, if you want the work assignments for agents to be automatically routed, you must enable Omnichannel.

Note: To view the Omnichannel tasks, you must enable the Omnichannel Routing feature under the Communication Channels offering.

To enable Omnichannel and its notifications, here's the list of profile options that you must configure.

Profile Option	Description
SVC_ENABLE_OMNI	Enables Omnichannel.
SVC_OMNICHANNEL_BROWSER_NOTIFICATION_ENA	Enables browser notifications about work assignments.
SVC_OMNICHANNEL_DESKTOP_NOTIFICATION_ENA	Enables desktop notifications about work assignments. When it's enabled, you can view notifications even if you aren't actively viewing the application pages.
SVC_OMNICHANNEL_NOTIF_MULTI_AGGR_THRESHOLD	Specifies the maximum number of forced notifications that can be individually stacked before the rollup of consolidated notifications occurs.
SVC_ OMNICHANNEL_BROWSER_NOTIFICATION_AUTO_INT	Specifies the number of seconds that lapse before the browser notifications are automatically closed.
SVC_INTERACTION_RETENTION_DAYS	Specifies the number of days to retain interactions before they're purged from the database. Must be set to 1 or greater for the job to run.
SVC_EVENTS_RETENTION_DAYS	Specifies the number of days to retain events before they're purged from the database. Must be set to 1 or greater for the job to run.
SVC_INTERACTION_DISPLAY_DAYS	Specifies the number of days from the past since when the interactions can be viewed.
SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION	Disables the option for the agents to change their work item availability on the Omnichannel toolbar: Chat: Disables the option for the agents to change their chat work item availability. Non-real-time Work: Disables the option for the agents to change their non-real-time work item availability. All: Disables the option for the agents to change any work item availability. None (default value): Agents may change any work item availability.

To enable Omnichannel and its notifications:

In the Setup and Maintenance work area, go to the following:
- Offering: Service
- Functional Area: Communication Channels
- Task: Manage Omnichannel Profile Options
In the Manage Omnichannel Profile Options window, complete the following steps for each of the listed profile options:
Click the profile option name.
Navigate to the Profile Values region of the page.
Set the Profile Value for the Site Profile Level as follows:
- For the first three profile options in the table, set the value to Yes to enable the profile option.
- For the remaining profile options in the table, specify a suitable value as described.
Click Save.