Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel SOAP API Objects
Omni-Channel Objects for the Salesforce Console
Omni-Channel Objects for the Salesforce Console Integration Toolkit
Omni-Channel Objects for the Lightning Console JavaScript API (Beta)
acceptAgentWork for Lightning Experience
closeAgentWork for Lightning Experience
declineAgentWork for Lightning Experience
getAgentWorks for Lightning Experience
getAgentWorkload for Lightning Experience
getServicePresenceStatusChannels for Lightning Experience
getServicePresenceStatusId for Lightning Experience
login for Lightning Experience
logout for Lightning Experience
setServicePresenceStatus for Lightning Experience
External Routing for Omni-Channel (Beta)
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Omni-Channel Objects for the Lightning Console JavaScript API (Beta)

Omni-Channel lets your call center route any type of incoming work item to the most qualified, available agents. The Lightning Console JavaScript API for Lightning Experience includes several objects that let you control how Omni-Channel works within the Lightning Service Console for your organization.

This release contains a beta version of Omni-Channel Methods for the Lightning Console JavaScript API, which means it’s a high-quality feature with known limitations. The methods aren’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Note

If you need more information on the Lightning Console JavaScript API, see Lightning Console JavaScript API for Lightning Experience.