Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations are over capacity while other locations…

Omni Supervisor is the designated tool for managers and supervisors to monitor agent and queue activity in real-time. It provides a dashboard to view queue backlogs, agent capacity, and active work items. Crucially, it allows supervisors to take immediate action to balance workloads, such as changing the queues an agent is assigned to. This directly addresses the scenario where one location-based queue is over capacity and another has available agents; a manager can use Omni Supervisor to temporarily reassign agents to the busier queue.

A. Use Omni-Channel Skills-Based Routing to expedite case resolution.

Skills-based routing matches cases to agents with the required skills, which improves quality and efficiency but does not provide a mechanism for managers to manually rebalance queue loads.

B. Configure an Overflow Assignee in Omni-Channel Routing.

An overflow assignee is a static, pre-configured fallback for when no agents are available. It is an automated process, not a dynamic tool for managers to use in response to fluctuating capacity.

1. Salesforce Help, "Omni Supervisor": Under the "Agents Tab" section, the documentation states, "From the Agents tab, supervisors can see a list of their agents, their assigned queues, and their open work... Supervisors can also change an agent’s queues and skills on the fly." This directly supports the use of Omni Supervisor for changing agent queues.

2. Salesforce Help, "Route Work to Queues": This document describes routing configuration settings, including the Overflow Assignee. It explains, "If you want to route work items to a user or a queue when your org reaches its Omni-Channel routing limits, select a user or a queue for Overflow Assignee." This confirms it is a pre-set limit-based configuration, not a real-time management tool.

3. Salesforce Help, "Set Up Skills-Based Routing": This guide details the purpose of skills-based routing: "Skills-based routing looks at the skills required to complete a work item and matches these to the skills that are assigned to an agent." This clarifies its function is skill matching, not load balancing between queues.