Methods for Omni-Channel in Lightning Experience

Omni-Channel lets your call center route any type of incoming work item to the most qualified, available agents.

For more information about Omni-Channel, see Omni-Channel for Administrators in Salesforce Help.

• acceptAgentWork for Lightning Experience

  Accepts a work item that’s assigned to an agent.

• closeAgentWork for Lightning Experience

  Changes the status of a work item to Closed and removes it from the list of work items in the Omni-Channel utility.

• declineAgentWork for Lightning Experience

  Declines a work item that’s assigned to an agent.

• getAgentWorkload for Lightning Experience

  Retrieves an agent’s currently assigned workload. Use this method to reroute work to available agents.

• getAgentWorks for Lightning Experience

  Returns a list of work items that are assigned to an agent and open in the agent’s workspace.

• getServicePresenceStatusChannels for Lightning Experience

  Retrieves the service channels that are associated with an Omni-Channel user’s current presence status.

• getServicePresenceStatusId for Lightning Experience

  Retrieves an agent’s current presence status.

• login for Lightning Experience

  Logs an agent in to Omni-Channel with a specific presence status.

• logout for Lightning Experience

  Logs an agent out of Omni-Channel.

• lowerAgentWorkFlag for Lightning Experience

  Lowers a flag for this agent work item.

• raiseAgentWorkFlag for Lightning Experience

  Raises a flag for this agent work item.

• setServicePresenceStatus for Lightning Experience

  Sets an agent’s presence status to a status with a particular ID. If the specified agent is not already logged in, we log in the agent with the presence status. This method removes the need for you to make more calls.