Omni-Channel Sync Settings

Genesys Cloud Integrations
1

Hi All

I'm configuring the Omni-Channel Sync Settings in Salesforce however the only PureCloud status that is available is 'On queue'.

Is there an option configure this against an 'interacting' status. Basically we want agents to be able to handle omni interactions for salesforce when they are on queue BUT in idle waiting for a PureCloud interaction to maximise their occupancy.

Thanks

Peter

2

At this time, the status sync with Omni-Channel limited to Presence only, and does not include details about an Agent's PureCloud Routing Status (idle, interacting, not-responding, etc.). That may be something that we investigate at some point in the future.

It is possible to configure the integration to take the agent off-queue in the event they receive an omni-channel offering, allowing them to reside in both queuing systems at once, then be removed from PureCloud to avoid a voice interaction colliding with an Omni-Channel interaction if that is a route you wish to pursue, although that would create a scenario where the agent receives a new Omni-channel interaction while they are handling a voice interaction through PureCloud (probably not ideal).

3

One possible option would be to leverage the console events broadcast by the integration: https://help.mypurecloud.com/articles/use-salesforce-console-events-in-purecloud-for-salesforce/

This would allow for automated behaviors in Salesforce to be driven by the connection of an interaction/completion of After Call Work (ACW).

4

Thanks Richard. Will investigate this.

5

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