Set Up Omni-Channel

Configure Presence, Service Channel, and Routing Settings

Presence configurations determine agent workload and Salesforce Omni-Channel behaviors. You can create multiple presence configurations for different groups of agents depending on what channels they support. You can create custom presence statuses that indicate an agent's availability and prevent the routing of work to an unavailable agent.

Routing configurations determine how work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts. are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. This ensures that the most important work items are handled accordingly, and work is evenly distributed to your agents. You can designate some channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on., such as phone or email, to be routed by the NICE CXone platform, while simultaneously using the Salesforce Omni-Channel Live Agent for chat contacts.

Service channels let you turn a case, lead, or even a custom object into a work record. Salesforce Omni-Channel then plucks these work items from their queues of agent productivity and routes them to your agents in real time. Service channels let you manage sources of work and their priorityClosed Skill-based designation of the importance of contacts that determines delivery order. compared to other work items.

  1. Click the gear icon in the upper right corner and select Setup.

  2. In the menu on the left, under Platform Tools, click Feature Settings  > Service > Omni-Channel.

  3. Click Presence Configurations, Presence Statuses, Service Channels, or Routing Configurations depending on what you are configuring.

  4. Click Create New View.

  5. Specify your settings and click Save.

Grant User Access to Presence Statuses

You have to give agents access to presence statuses through profiles or through permission sets.

  1. Click the gear icon in the upper right corner and select Setup.

  2. In the menu on the left, under Administration, click >  Users  >  Profiles.

  3. Click the name of the profile to which you want to grant access to statuses.

  4. Locate Enabled Service Presence Status Access towards the bottom of the page.

  5. Click Edit.

  6. In the Available Service Presence Statuses field, select the status you want to add to the profile's access.

  7. Click Add  >  Save.

Map Omni-Channel Statuses

In Salesforce Agent Settings, you can map omni-channel statuses to allow CXone and Salesforce Omni-Channel to communicate agent availability to each other. You can set up to 12 custom presence statuses that indicate an agent's availability. This will prevent the routing of work to an unavailable agent.

For each profile in Salesforce Agent Settings, you can select a master application that will always show accurate agent availability status. You can also choose to not have a master application and have both applications show accurate availability. This is done by selecting one of these options under Presence Sync:

  • CXone—Sets CXone as the master for availability settings.

  • Salesforce—Sets Salesforce Omni-Channel as the master for availability settings.

  • Bi-Directional—Neither application will be the master. This option is only available in the Fully Integrated Lightning Agent for Salesforce.

The table below shows how each of these options impacts how availability is shown in CXone and Agent for Salesforce.

  CXone Salesforce Bi-Directional

Agent stateClosed The availability status of an agent. changes in Agent for Salesforce affect availability in CXone

 
Agent state changes in CXone affect availability in Agent for Salesforce  

The CXone Status options are configured using unavailable codes. The Salesforce Omnichannel Status options are configured using presence configurations.

Map Omni-Channel Statuses with CXone as Master

  1. Navigate to Salesforce Agent Settings.

    • If you are using the Lightning Experience view, click the app launcher The App Launcher icon in Agent for Salesforce Lightning and search for Salesforce Agent Settings.
    • If you are using the Classic Experience view, click the all tabs icon The All Tabs icon in Agent for Salesforce Classic.
  2. Click Salesforce Agent Settings.

  3. If it isn't already selected, select Enable Agent Presence Sync.

  4. Select CXone as your Presence Master.

  5. Click Add Presence Mapping to add a new mapping.

  6. Click the drop-down menus to map a CXone Status to a Salesforce Omnichannel Status.

    To configure the Salesforce Omnichannel status to sync with theAgent for Salesforce status, you must map the default unavailable code to a presence status in omnichannel. If the unavailable code is not mapped, the presence statuses will not sync.

  7. Click Save.

Map Omni-Channel Statuses with Salesforce as Master

  1. Navigate to Salesforce Agent Settings.

    • If you are using the Lightning Experience view, click the app launcher The App Launcher icon in Agent for Salesforce Lightning and search for Salesforce Agent Settings.
    • If you are using the Classic Experience view, click the all tabs icon The All Tabs icon in Agent for Salesforce Classic.
  2. Click Salesforce Agent Settings.

  3. If it isn't already selected, select Enable Agent Presence Sync.

  4. Select Salesforce as your Presence Master.

  5. Click Add Presence Mapping to add a new mapping.

  6. Click the drop-downs to map a Salesforce Omnichannel Status to a CXone Status.

  7. Click Save.

Map Omni-Channel Statuses with Bi-Directional Presence Sync

  1. Navigate to Salesforce Agent Settings.

    • If you are using the Lightning Experience view, click the app launcher The App Launcher icon in Agent for Salesforce Lightning and search for Salesforce Agent Settings.

    • If you are using the Classic Experience view, click the all tabs icon The All Tabs icon in Agent for Salesforce Classic.

  2. Click Salesforce Agent Settings.

  3. If it isn't already selected, select Enable Agent Presence Sync.

  4. Set Bi-Directional as your Presence Master.

  5. Click Save.