Omni Channel Sync all statuses

Genesys Cloud Integrations
1

Hello,
I'm working with the plugin Genesys Cloud for SalesForce' and I have some questions omni-channel Sync.

Right now, when an agent for example takes a break or is in a meeting, the agent should change both the status in the Omni widget and in the Genesys widget. I would like to map all statuses on both widgets, so when I change the status of my Omni channel widget as an agent, the Genesys status should change accordingly (and the other way around).
For example: if the agent changes the Omni status to 'away', the Genesys status should be 'away' too, but also when the Omni status is for example 'admin', this can be mapped to the Genesys status 'away'.

Is this possible?

2

The out of the box Omni-channel status sync is aimed at aligning work distribution between Genesys Cloud and Salesforce Omni-channel, and is not intended as a complete status synchronization engine. You can find the configuration options here: Configure Omni-Channel sync - Genesys Cloud Resource Center

If you have a desire to fully map statuses between the two systems, this could be accomplished using the status events found here: https://help.mypurecloud.com/articles/events-in-salesforce

3

Thank you Richard.
I will investigate the option with salesforce events.

4

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