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  • When your agent or ContactWorld changes your agent's state in ContactPad, your agent's presence status updates in the Salesforce Omni-Channel widget
  • When your agent or Salesforce changes your agent's presence status in your agent's Omni-Channel widget, ContactWorld updates your agent's state in ContactPad
  • When your agent logs in to ContactPad, your agent goes into an online presence status in the Salesforce Omni-Channel widget
  • When your agent logs out of ContactPad, your agent goes offline in the Salesforce Omni-Channel widget
  • When your agent goes offline in Salesforce Omni-Channel, ContactWorld logs the agent out of ContactPad
Note
You can optionally configure changing When Salesforce assigns a chat to an agent, the agent's state in ContactPad automatically changes to Busy Inbound whenever the agent's presence status in the Omni-Channel widget is updated to a busy status. When an agent's state in ContactPad is Busy Inbound, ContactWorld will not assign any interactions to the agent even if they are not working on a ContactWorld interaction.

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