Using Vonage Status Timer in Vonage Premier for Salesforce Voice

1 Overview
- 1.1 Key functionality
2 Prerequisites
3 Adding the component to the Salesforce utility bar

Overview

Integrated into the Salesforce utility bar, the Vonage Status Timer gives agents real-time visibility into their current Omni-Channel status duration. It also maintains a running summary of total time spent in each status.

Key functionality

Data clearance

The timer and summary data are stored only for the duration of the browser session. When the agent logs out or closes the Salesforce browser tab, all data is automatically cleared. The next time any agent opens Salesforce on the same machine and logs in to Omni-Channel, the timer resets to 0 with no previous data.

Logged-in users can check the Vonage Status Timer to verify the following parameters:

Parameter	Description

Parameter	Description
Current Status	The active Omni-Channel presence status (for example, Available or Busy).
Elapsed Time	A live counter that shows the duration of the agent’s active status.
Since	The exact time at which the status was initiated.
Time Per Status	A status summary table that lists the status that the agent has been in throughout the current shift, as well as: The cumulative duration of time spent in each status across all instances during the shift. A visual breakdown showing how much time was spent in each status relative to total logged-in time.

Each time an agent changes their presence status in Omni-Channel:

The timer resets and starts counting from zero for the new status.
The time spent in the previous status is saved and added to the summary table.

Prerequisites

Requires Service Cloud Voice package version 26.125 or later.

Adding the component to the Salesforce utility bar

To add the component to your utility bar:

Go to Salesforce and click the Setup (gear) icon.
Select Setup.
In the Quick Find search box, enter App Manager.
Open App Manager.
Find the Lightning app used by your contact centre.
Click Edit.
From the left-hand menu, select Utility Items (Desktop Only).
Click Add Utility Item. The system opens a list.
Find and select VonageStatusTimer.
Configure the Utility Item Properties as needed.

Uniform look of the panel
You can set the Panel width and height to match the Omni-Channel component to ensure a uniform look.

Select the Start Automatically checkbox.
Click Save.
After refreshing the Salesforce Service Cloud Voice app, the Vonage Status Timer will now appear in the utility bar at the bottom of the screen.