How to use Omni-Channel sync


Note: This article applies to Genesys Cloud for Salesforce.

Omni-Channel Sync Settings in Genesys Cloud for Salesforce allows you to control how your agents receive work in Salesforce Omni-Channel and Genesys Cloud for Salesforce. This article describes how to use Omni-Channel sync for two main work scenarios:

  • You want agents to work in only Salesforce or Genesys Cloud.
  • You want agents to work in both Salesforce and Genesys Cloud.

Work in only Salesforce or Genesys Cloud

You do not want agents to be available for work in both products at the same time.

When agents are On Queue in Genesys Cloud for Salesforce, you want them to appear as unavailable for work in Salesforce Omni-Channel. Then when agents go off queue in Genesys Cloud for Salesforce, you want their status in Omni-Channel to change but not to an on queue-type status. You want your agents to have some transition time before receiving items in Omni-Channel.

In this scenario, under Mapped Status, select a non-on queue-type Omni-Channel Status (Busy) so that agents do not receive work in Salesforce. Then under Transition Status, set the Omni-Channel and Genesys Cloud statuses (Transition and Available) to indicate the agents’ statuses when they leave the statuses under Mapped Statuses (Busy and On Queue).Omni-Channel Sync Settings

Work in both Salesforce and Genesys Cloud

You want agents to be available for work in both products at the same time. But you want to block incoming work in one product when an agent is handling work in the other product.

When agents are On Queue in Genesys Cloud for Salesforce, you want them appear as available for work in Salesforce Omni-Channel too. Then when agents go off queue in Genesys Cloud for Salesforce, you want their status in Omni-Channel to change but not to an on queue-type status. You want your agents to have some transition time before receiving items in Omni-Channel. When an item comes in through one product, you want to block the other product from sending work. 

In this scenario, under Mapped Status, select a work Omni-Channel Status (On Queue) so that agents receive work either in Omni-Channel or Genesys Cloud. Then under Transition Status, set the Omni-Channel and Genesys Cloud statuses (Transition and Available) to indicate the agents’ statuses when they leave the statuses under Mapped Statuses (Busy and On Queue) and when they are handling work items.Omni-Channel Sync Settings

For more information, see Configure Omni-Channel sync, Salesforce Omni-Channel, and Error messages in Omni-Channel Sync Settings.

For more information about the integration, see About Genesys Cloud for Salesforce.