We revisit how to enable OmniChannel and discuss the functionality and purpose behind this tool that pushes cases to your agents, inside the Service Console.
We had previously created a Service Channel for OmniChannel to facilitate our LiveAgent chats. We now go through the process of setting up another Service Channel. This one is for Social cases.
In this lecture, we create our first Routing Configuration for our OmniChannel implementation. This Routing Configuration is for Email Routing. Once we have created the Routing Configuration, we then revisit the Email Queue and associate it with this new Routing Configuration.
We had previously created a Presence Status in OmniChannel for our LiveAgent lectures. We revisit the Presence Status in order to create a new one for our Email case routing.
