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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:
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).
Should I think of adding a picklist field somewhere on the Service Console? (How?)
- A System Admin can setup Case Assignment (Assign Cases to Users ONLY if their Status == Available to Work);
- Report on Time Spent by each Sales Rep on each Status;
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).
Should I think of adding a picklist field somewhere on the Service Console? (How?)
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
Is it possible to add a button or picklist field on the top of the Service Console?
Thank you.
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