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Sasidharan Arumugam 15Sasidharan Arumugam 15 

Real time Agent data

Hi All,

We have implemented Omni-Pesence for the Live Agent
Using Omni Presence can we get the information of agent who is online at one particular time by follwing the below steps,
  1. Enable Omni Channel
  2. Set the Statuses for OMNI Presence related to Live Agent Status
  3. Set user who will be assigned to use OMNI Channel 
  4. Using Workbench, monitor UserServicePresence Object while changing the presence of the user to different service presence and monitor each field in the object to capture any field value that are changed.
  5. Set user to be available for chat and initiate Live Agent chat. Please monitor what value are changed in the UserServicePresence object for that user.
  6. Similar to item 5, but do it for AgentWork object.
i'm not aware of the objects - UserServicePresence and AgentWork.

Help me in understanding the status change through the above mentioned objects fields.


Thanks.