Lessons Learned in Transitioning from Customized Case Routing to Omni Channel
Snowforce 2020 | Lessons Learned in Transitioning from Customized Case Routing to Omni Channel | Zach Barker and Hermia Lam
What you'll learn
Would your organization like to optimize work distribution, be able to monitor agent utilization in real time, and do most if not all of this through admin level configuration? Of course, so come learn about ARUP's transition from a fully custom case distribution to native Omni Channel. You will discover the pros and cons of Queue, Skill, and Attribute based routing. Get a detailed outline into what routing we chose, why we chose it, and the hurdles we encountered in classic and lightning. Finally, we will wrap up with an in depth look at the real time and historical dashboards as well as options to allow super users to maintain and modify their resources. All of this culminates into a seamless experience for admins, agents, and management that not only improves efficiency and equalizes distribution but also simplifies end user workflows.
Table of contents
About the author
Snowforce is held each year in Salt Lake City, UT and with over 600 Trailblazer attendees, is one of the largest community led Salesforce conferences in the world. Attendees go to catch up on the latest product trends, learn about creative solutions being built by the most innovative companies, and hear from inspiring industry leaders. Snowforce features 5 learning tracks, a large collection of strategic partners and app providers.