I have set up the Enhanced Status Sync (blueprint in Developer Center) but am struggling to come up with a way to show a special status when the agent is actively on a call (on the Genesys side, when on an interaction, your Presence remains "On-Queue" but your Routing Status changes to "Interacting;" when you are NOT on a call, your Presence is still On-Queue, but your Routing Status changes to "Idle").
The over-arching ask here is that Supervisors need a way to see if an Agent is actively handling an interaction/on a call, or if they are just on-queue waiting for the next call.
There is no "System Presence" for being on a call/interaction - that's considered a Routing Status and there are no ID's that I can find in order to map "Interacting" to "Inbound - On Call" as an example.
If anyone can provide guidance on how to do this, please help. I don't care if it's via the Enhanced Status Sync stuff (custom Apex Class) or if there's some other 'internal' mechanism on the Salesforce Service Cloud Voice side that I can leverage in the Supervisor Wallboard and Agents tabs. I have to imagine that Salesforce knows the agent is on a call, else it would keep sending more calls to the agent, but the goal is to be able to show a supervisor this information.
Please help!!!