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EdCodeEdCode 

Service Console - Adding a "Status" (Available vs Absent) functionality

How can I add a functionality on the Service Console allowing Service Reps to easily set their Status (Available to work, Break, Lunch, etc..) so that:
  1. A System Admin can setup Case Assignment (Assign Cases to Users ONLY if their Status == Available to Work);
  2. Report on Time Spent by each Sales Rep on each Status;
The Product Owner is asking for a Button or field or some kind of functionality to let Sales Rep easily indicate their Status when from the Service Console.

In another hand, I have seen that the "Live Agent" functionality offers a little window where is it possible for the Agent to set his/her availability (as in the screenshot).Live Agent window on Service Cloud

Should I think of adding a picklist field somewhere on the Service Console? (How?)

 
Best Answer chosen by EdCode
TylerBrooksTylerBrooks
You're looking for omnichannel, It does exactly what you're looking for.

Here is help documentation: https://help.salesforce.com/articleView?id=omnichannel_intro.htm&type=5
Here is trailhead to setup Omni-Channel: https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex

Regards,

Tyler

All Answers

EdCodeEdCode
Is it possible to leverage the Statuses on the Live Agent (screenshot above) in order to setup rules to assign Cases to Users?

Is it possible to add a button or picklist field on the top of the Service Console?

Thank you.
TylerBrooksTylerBrooks
You're looking for omnichannel, It does exactly what you're looking for.

Here is help documentation: https://help.salesforce.com/articleView?id=omnichannel_intro.htm&type=5
Here is trailhead to setup Omni-Channel: https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex

Regards,

Tyler
This was selected as the best answer