Show Rep Availability for Transfer and Conference

Bring Your Own Channel for CCaaS supports showing rep availability in the Omni-Channel transfer and conference UI. There are two options for showing rep availability.

• Vendor-Provided Availability. If a partner wants to provide availability data as part of the contacts list for transfer or conferencing, they can provide the rep availability as an availability field on the Contact object. This value is shown in the UI as an availability icon. In order for the UI to use the vendor-provided availability, the connector also must set hasAgentAvailability to true in the SharedCapabilitiesResult.

• Salesforce-Provided Availability. If the partner doesn’t provide rep availability as part of the contacts list for transfer or conferencing (hasAgentAvailability is false in SharedCapabilitiesResult), Salesforce tries to map the contacts list to Salesforce reps in the current org and calculates the availability. This rep mapping is done based on the CallCenterRoutingMap entries. If there are matches, Salesforce shows the rep availability for matched reps. The rep availability is calculated based on the following criteria:

  • Available: Rep is available and has 100% percent capacity available.
  • Busy: Rep isn’t available.
  • Offline: Rep is offline in Omni-Channel.