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    Mapping Presence Status
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      Mapping Presence Status

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        Article summary

        Keep your agents’ Busy statuses in sync across Amazon Connect and Omni-Channel and report on your agents’ Omni-Channel Break statuses from Amazon Connect.

        Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.

        To be able to use the After Conversation Work Widget, follow the steps below.

        1. Log in to Salesforce org.

        2. Navigate to Setup.

        3. Enter Partner Telephony Contact Center in the Quick Find box.

        4. Navigate to Partner Telephony Contact Center settings.

        5. Click the Contact Center name.

        6. Navigate to the Presence status mapping and click Add.

        7. Map the Busy Omni-Channel Presence status to the Custom Amazon Connect Agent Status.

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