Omnichannel settings include several items that allow you to organize and automate the main setting of working with this module. In the settings, you can set the Scenarios, according to which new appeals from your sites will be received in the necessary departments and assigned to the necessary...

When user writes you to the one of the connected channels, a ticket will automatically be created in the system on behalf of the client, and his appeal will appear in the Omnichannel module in the "Unassigned" section (1). After clicking on the appeal, the agent will be able to start working with it...

"Omnichannel management" section has various tools for monitoring the quality of service. The management will have the following features: Channels, here you can get a full, detailed analytics for all chats: the number of chats, the average time of the first answer and the average time of all answe...

The basic functionality and principles of the Omnichannel module for the supervisor in the HelpDeskEddy system can be found in a brief video:  

...More details about omnichannel module can be found in our knowledge base....