Omni-Channel for Administrators

Omni-Channel is 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-.

Available in: Salesforce Classic

Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed
To set up Omni-Channel:	“Customize Application”
To modify permission sets and profiles:	“Manage Profiles and Permission Sets”

Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions.

Best of all, Omni-Channel routes all these assignments to the correct agents automatically. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly.

Let’s get started!

• Get to Know Omni-Channel: Walkthrough
  Set up Omni-Channel to push work to the most skilled and available agents in real-time.

I'm liking this option but need to come back to it.  Don't see any options in the lookup list.
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Create a permission set and assign the customer support users to have this access...
Service Presence Statuses Access

Doing this will allow the users to be assigned to a Presence Configuration.

Choose Console Components - move to left in the app configuration setup.

So far so good.  Emails coming from customers are getting routed directly to the reps based on availability.

read up on this . 

How Does Omni-Channel Routing Work?

ROLLING OUT TO PRODUCTION

7/21/2016

By matching what's in the sandbox this should be a swift update. 

Turn on Omni-Channel

Create a Service Channel, Support Channel for Cases

Create a Routing Configuration, US Email Routing 

Add the US Queue to this Routing Configuration

Presence Statuses, Busy and Online - Email

Presence Configurations, **  In order to add reps to the presence config I gave them Live Agent user access and don't forget. Create a permission set and assign the customer support users to have this access...  Service Presence Statuses Access