- Welcome
-
Getting started 2 min
- Omnichannel Routing (OCR)
-
Success with Omnichannel Routing 20 min
-
Training agents for OCR 5 min
- Wrap up
-
Course summary 4 min
-
Share your feedback 5 min
-
Congratulations 1 min
Success with Omnichannel Routing
Learn how to set up omnichannel routing to assign work smarter, improve response times, and deliver consistent support across every channel.
Get ready to level up your support operations with omnichannel routing (OCR). This course walks you through how to automatically assign the right work to the right agents—based on availability, skills, and capacity—across channels like email, messaging, and voice. You’ll explore configuration steps, real-world best practices, and strategies for a smooth rollout.
Learning objectives
By the end of this course, learners will be able to:
- Explain the purpose, components, and benefits of omnichannel routing within customer service operations.
- Analyze the impacts of omnichannel routing on the daily workflow of customer service teams.
- Describe the steps involved in setting up and configuring omnichannel routing.
- Describe core routing and assignment logic used in omnichannel routing and the options available for customizing the setup.
- Apply best practices for setting up omnichannel routing within your own customer service environment.
- Locate and utilize resources for additional information and support with omnichannel routing.
Audience
This course is intended for Admins.
Prerequisites
None required.