What is enhanced Omni-channel

SOLVD BLOG

What is enhanced Omni-channel

The evolution of Salesforce’s service capabilities continues with Enhanced Omnichannel, representing a significant advancement in routing and communication functionality. With the retirement of standard Omnichannel scheduled after the Summer ’26 release, organizations need to prepare for this transition to ensure uninterrupted service operations.

Understanding Enhanced Omnichannel

Enhanced Omnichannel represents Salesforce’s next-generation routing engine, designed to deliver improved scalability and real-time work distribution management. This upgrade brings advanced routing capabilities while maintaining seamless integration with Salesforce’s core platform features and the Lightning Experience.

Key Architectural Improvements

Intelligent Workload Distribution: Real-time routing algorithms considering agent skills, capacity, and availability
Multi-Channel Capacity Management: Support for concurrent work items across different service channels
Advanced Supervisor Toolkit: Real-time dashboards with intervention capabilities and performance metrics
Native Flow Builder Integration: Enhanced automation capabilities through direct Flow Builder connection
Robust Analytics Framework: Comprehensive reporting tools for operational insights and decision-making

Implementation Planning

Pre-Migration Assessment
- Document existing Omnichannel setup
- Inventory all active routing rules
- Review custom code and triggers
- Create migration roadmap
- Define KPIs
Technical Setup
- Enable Enhanced Omnichannel features
- Configure presence statuses
- Set up service channels
- Implement routing configurations
- Build monitoring tools
Testing Framework
- Validate routing logic
- Run end-to-end scenarios
- Check system integrations
- Monitor performance metrics
- Document test outcomes

Migration Approach

Phased Implementation:

Channel-by-channel rollout
Business unit segmentation
Controlled user adoption

Data Strategy:

Historical data preservation
Reporting continuity planning
Data integrity validation

Change Management:

Role-based training programs
Hands-on practice sessions
Reference documentation
Feedback collection systems

Technical Specifications

Service Channel Setup
- Define capacity models
- Configure skill requirements
- Set up routing hierarchies
- Establish overflow rules
Agent Console Configuration
- Set presence configurations
- Define work acceptance rules
- Manage skill assignments
- Set capacity limits
Supervision Framework
- Create monitoring dashboards
- Set up alert mechanisms
- Configure performance tracking
- Enable management tools

Performance Management

Monitor SLA compliance
Track routing effectiveness
Analyze queue metrics
Optimize skill distribution
Adjust capacity planning

Security Framework

Implement permission sets
Enable audit logging
Define data retention
Ensure compliance controls

Long-term Sustainability

Design flexible routing rules
Maintain system documentation
Plan regular maintenance
Build for scale

Operational Excellence

Implement monitoring solutions
Schedule system maintenance
Define success metrics
Configure alerting systems

Success Measurements

Agent productivity metrics
Response time tracking
CSAT monitoring
Resolution rate analysis
SLA compliance reporting

The transition to Enhanced Omnichannel represents a strategic opportunity to optimize service operations and prepare for future customer engagement needs. Success relies on careful planning, thorough testing, and effective organizational change management.

Ready to elevate your service operations with Enhanced Omnichannel? Contact SOLVD.cloud’s expert consultants for comprehensive migration support and strategic implementation guidance.

Testimonials

Our clients say

From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!

Veronica Wong Director of Operations at Pathstream

SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.

Matt Benzaquen Sr Manager, Sales Strategy at Instabug

As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.

Tim Tuttle CFO at Relevate Health Group