Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting.
Required Editions
For instance, you can create statuses such as Unavailable - On a Break, Unavailable - Missed Call, and Available for Chats and Calls. Set up the presence configurations to set service rep capacity and define the Omni-Channel behavior. Give service reps more flexibility by setting their capacity for both interruptible and uninterruptible work. Your organization can have multiple presence statuses and presence configurations for different groups of service reps and channels.
- Create Presence Statuses
Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. - Set Access to Presence Statuses
After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles. - Add Decline Reasons
Add reasons why a rep can decline work items. - Create Presence Configurations
Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels. - Set Up Support Reps’ Capacities
Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.