/design-omni-channel — Design or audit Omni-Channel routing

Design or audit Omni-Channel routing configurations efficiently.

Wraps agents/omni-channel-routing-designer/AGENT.md. Produces queue + routing-config topology, capacity model, presence config, and (audit) findings.

Step 1 — Collect inputs

1. Mode?  design | audit
2. Target org alias (required for audit)?
3. Channels?  case, chat, messaging, lead
4. Peak volume per channel (design only)?
5. Agent count by skill (design only)?

Step 2 — Load the agent

Read agents/omni-channel-routing-designer/AGENT.md + mandatory reads.

Step 3 — Execute the plan

Capacity math → queue topology → presence config → bot handoff → (audit) live config cross-check.

Step 4 — Deliver the output

Summary, capacity table, queue topology, presence design, handoff plan, audit findings, Process Observations, citations.

Step 5 — Recommend follow-ups

  • /audit-case-escalation for SLA + escalation coverage
  • /architect-perms for Omni-Channel user + supervisor perms

What this command does NOT do

  • Does not deploy queues, routing configs, or presence configs.
  • Does not build Einstein Bots.
  • Does not size the service headcount.