Omni-Channel State Sync

This tab helps you configure how the omni channel states sync with the Workspace application.

1. Click Omni Channel SF Synchronization tab.

   

2. Select a Channel from the dropdown list.

3. In the Change Salesforce Omni Channel Agent State during channel Agent State change section, click +Add.

4. Complete the following information:

   1. Select an ACD State Event from the dropdown list.

   2. Select a Reason Code from the dropdown list. The is the reason code for the agent state. For example, Lunch, Break, Meeting, etc.

   3. Select an SF State from the dropdown list.

5. In the Synchronize SF State to ACD section, click +Add.

6. Complete the following information:

   1. Select an SF State Event from the dropdown list.

   2. Select an ACD State from the dropdown list.

   3. Select a Reason Code from the dropdown list. This is the reason code for the agent. For example, Break.

7. Click Save.