@rawctx/sf-service-omni-channel

Intelligent work routing and agent capacity management across channels, with presence tracking and supervisor oversight.

Overview

Objects

• AgentWork — Represents a work assignment that’s been routed to an agent. If the work is transferred to another agent, a new AgentWork record is created. This object is available in API version 32.0 and later.
• AgentWorkSkill — Represents a skill used to route a work assignment to an agent. AgentWorkSkill is used for reporting and represents the result of a routing decision.
• OmniSupervisorConfig — Represents the Omni-Channel supervisor configuration for an assigned group of supervisors.
• OmniSupervisorConfigAction — Represents the actions available to the supervisors of an Omni-Channel supervisor configuration.
• OmniSupervisorConfigGroup — Represents the group of agents who are visible to the supervisors of an Omni-Channel supervisor configuration. The group, if visible, appears in the Agents tab of Omni Supervisor.
• OmniSupervisorConfigProfile — Represents the supervisor profiles to which an Omni-Channel supervisor configuration applies. User-level configurations override profile-level configurations.
• OmniSupervisorConfigQueue — Represents the queues that are visible to the supervisors of an Omni-Channel supervisor configuration. The queue, if visible, appears in the Queues Backlog and Assigned Work tabs of Omni Supervisor.
• OmniSupervisorConfigSkill — Represents the skills that are visible to the supervisors of an Omni-Channel supervisor configuration. These skills, if visible, appear in the Skills Backlog tab of Omni Supervisor.
• OmniSupervisorConfigTab — Represents the visible tabs specified in an Omni Supervisor configuration.
• OmniSupervisorConfigUser — Represents the users to which an Omni-Channel supervisor configuration applies. User-level configurations override profile-level configurations.
• PendingServiceRouting — Represents the routing details of a work item that’s waiting to be routed or assigned.
• PendingServiceRoutingInteractionInfo — Represents PendingServiceRouting interaction information that’s used when work is routed to an agent. For a screen pop, it specifies which records to open when work is routed to an agent from a specific channel.
• PresenceConfigDeclineReason — Represents the settings for a decline reason that a presence user provides when declining work.
• PresenceDeclineReason — Represents the reason an agent can select when declining an Omni-Channel work request. This object is available in API version 65.0 and later.
• PresenceUserConfig — Represents a configuration that determines a presence user’s settings. This object is available in API version 65.0 and later.
• PresenceUserConfigProfile — Represents a configuration that determines the settings that are assigned to presence users who are assigned to a specific profile. User-level configurations override profile-level configurations.
• PresenceUserConfigUser — Represents a configuration that determines the settings that are assigned to a presence user. These user-level configurations override profile-level configurations.
• QueueRoutingConfig — Represents configuration settings that determine how work items are routed to agents. This object is available in API version 65.0 and later.
• ServiceChannel — Represents a channel for work items that are received from your customers. This object is available in API version 65.0 and later.
• ServiceChannelFieldPriority — Represents a secondary routing priority field-value mapping.
• ServiceChannelStatus — Represents the status that’s associated with a specific service channel.
• ServiceChannelStatusField — Represents the values that you use to indicate completed and in-progress work item status for the status field in the Status-Based Capacity routing model.
• ServicePresenceStatus — Represents a presence status that can be assigned to a service channel. This object is available in API version 65.0 and later.
• SkillUser — Represents a join between Skill and User.
• UserServicePresence — Represents a presence user’s real-time presence status.

Install

rawctx snapshot-download @rawctx/sf-service-omni-channel