Sync multiple Salesforce presence statuses to On Queue in Genesys Cloud

Genesys Cloud Integrations
1

We're utilizing Genesys Cloud integration to Salesforce. We're only able to sync one presence status in Salesforce with the On Queue status in Genesys.
We'd really like to be able to sync more than one presence status to On Queue. Is there a way to do that?

For example:
Now we have the presence status "Available - Phone" synced to "On Queue" in Genesys Cloud.
We'd like to be able to additionally sync presence status "Available - Phone & Chat" or "Available - All" to the same "On Queue" status in Genesys Cloud.

image
image1242×383 14.3 KB

2

Hello,

I'd suggest raising questions related to features and configuration on the Genesys Cloud Community forum.
The Developer Forum is meant for questions related to APIs, SDKs, ....

Regarding your question, it seems it can accept only one Mapped Status - according to the description of the Omni-Channel Sync configuration.

Regards,

3

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.