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Talkdesk for Salesforce Presence Sync Rules for Salesforce Omni-Channel

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This feature allows you to define rule-based criteria and automatically change the agents' status in Salesforce Omni-channel. Thus, it provides more control over the agents’ status, and defines when an agent should be available to receive calls when working with multiple channels.

For additional rule management assistance, please refer to Manage Omni-channel status change rules.

 

Note:  Talkdesk for Salesforce Presence Sync Rules for Salesforce Omnichannel  is only available in Talkdesk for Salesforce, not in Talkdesk for Service Cloud Voice. To use this feature, the Omni-channel sync feature must be enabled in the Talkdesk for Salesforce package settings and agents should be leveraging the Salesforce Omni-channel.

 

Enabling Omnichannel Configuration

Triggers Table

Building Conditions and Custom Logic

 

Enabling Omni-channel Configuration

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  1. Go to Talkdesk Admin [1], and click on the Omnichannel tab [2]. Note: In case you can’t see this tab, please make sure you have Salesforce Omni-channel enabled in your Salesforce instance.
  2. Map the status between Talkdesk and Salesforce to allow for the status sync to begin.

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  1. Select the Advanced Settings section [3] to expand it.
  2. Choose + New Rule [4] to start creating your first rule.image2.png
  1. In the “New Rule” screen:
    1. Add a “Rule name” [5] up to 80 characters.
    2. Choose the “Rule trigger” [6] that will determine the event that triggers the evaluation of the rule conditions.

Tip: To know more about the possible triggers, check the “Triggers Table”.

    1. Add up to ten conditions [7] built by two operands and an operator used to compare the operands. Note: To know more, check this table.
    2. When two or more conditions are added, a new option to select the criteria logic will become available. In the “Criteria Logic” [8] dropdown, you can select the following options:
          • “And”: If you want the rule to execute only when all conditions are met.
          • “Or”: If you want the rule to execute when at least one of the conditions is met.
          • “Custom”: If you want to build your own logic for rule execution. When choosing this option, you will have to build your own logic by using numbers from one to ten to refer to your conditions, the operators “And” or “Or” and parentheses to separate the logic nodes. Note: Check the section onHow to build Conditions and Custom Logic” for more information.
      1. Select the action [9] you want to be taken if the condition logic is met. Currently, the only available action is to Change the Agent Status on Salesforce Omni-channel to the status selected by you as the New Value. By extension, when the status is changed in Salesforce Omni-channel, it will be changed also in Talkdesk, based on the status mapping you defined.
      2. Click Save [10] in the “New Rule” screen to apply your changes.

 

Notes:

  • As a current limitation being fixed soon, if there are conflicting rules that are executed at the same time due to being triggered by the same status as the status mappings, there may be an inconsistent result.
  • It is possible to create up to 15 rules with a maximum of ten conditions each. Once the limit is reached, the New Rule button will be disabled.
    • New rules will be created in the “Active” status by default, unless the limit of ten active rules is reached. In this case, the new rule will be created as inactive, and you need to disable an existing rule in order to enable the new one. 
  • The rules will be evaluated and executed in order, from top to bottom. The first rule that evaluates to “True” will be the one executed, and the ones below will not be evaluated. Keep in mind that rules can be reordered at any time, as explained in the article “ Manage Talkdesk for Salesforce Presence Sync Rules for Salesforce Omnichannel ”.
  • If the agent does not have access to the status mentioned in the rule action, the action to change the agent status on Omni-channel will not happen.
  • An invalid condition will always be considered as “False”. A condition can be invalid when it does not follow the logic rules mentioned below in the section “How to build conditions and custom logic”.

 

Triggers Table

 

Trigger Name

When is it executed

Agent capacity change

It depends on the capacity configured in Omni-channel   for each presence status and for the agent. The trigger will be executed when the capacity is changed on the presence configuration section of Salesforce Omnichannel setup.

Talkdesk agent login

An agent that is logged in to Salesforce omni-channel logs in to Talkdesk CTI.

Talkdesk agent status change

  • An agent changes Talkdesk agent status manually.
  • Talkdesk system changes Talkdesk agent status automatically, for example by making a call.
  • An omni-channel rule changes Talkdesk agent status.
  • Omni-channel mapping changes Talkdesk agent status.

 

Note: When building a rule with this trigger, we recommend that in the conditions it is added at least one with the operand “Previous Salesforce status”, to define in which status changes the rule should be executed. Otherwise, - it will execute every time there is a change in agent status.

Salesforce agent status change

  • Agent changes Salesforce omni-channel status manually.
  • An omni-channel rule changes Salesforce agent status.
  • Omni-channel mapping changes Salesforce agent status.

Salesforce work item accepted

  • The agent clicks to accept a work item in the omni-channel.
  • The system automatically accepts an omni-channel work-item for an agent.

 

Note: When this trigger occurs, the trigger “Salesforce workload change” will also occur, so the rule that will be executed will be the first one to be True in the rule order.

Salesforce work item closed

  • The agent closes a work item they have accepted in the first place by closing the Salesforce tab associated with it.

Note: When this trigger occurs, the trigger “Salesforce workload change” will also occur, so the rule that will be executed will be the first one to be “True” in the rule order.

Salesforce work item rejected

  • The agent clicks to reject a work item in the omni-channel.

 

Note: When this trigger occurs, the trigger “Salesforce workload change” will also occur, so the rule that will be executed will be the first one to be “True” in the rule order.

Salesforce workload change

  • When a work item enters the agent’s omni-channel widget.
  • When the agent rejects the work item.
  • When the agent closes the work item.
  • When agent capacity changes and work items leave the omni-channel widget.




How to build Conditions and Custom Logic

 

Each condition is made up of two operands and one operator. Depending on the operands, some operators may or may not make for a valid condition.



Operator

When and how to use it

Equal

Operand one value needs to be equal to operand two value, or to the static value written. It is applicable to all available operands.


Note: For Service Channel operand, when using equal, the second operand needs to be a static value, and it will only match with agents that have only that exact service channel assigned. If the agent has more than one service channel assigned, and you want to evaluate only one of them, please use Contains.

Not Equal

Operand one value is not equal to operand two or to the static value. It is applicable to all operands.

Contains

Operand one contains the static value written in operand two. It is only applicable when the second operand is a static value.

Does not Contain

Operand one does not contain the static value written in operand two. It is only applicable when the second operand is a static value.

Less Than; Less Than or Equal; Greater Than; Greater Than or Equal

It compares both operands and is only applicable to the operands: Salesforce previous workload, Salesforce new workload and Salesforce configured capacity.



To build your own custom logic for the conditions to be evaluated, you should always follow these syntax rules:

  • Use the numbers from one to ten to refer to each of the conditions, being one of the first, and ten the last,  from top to bottom.
  • Use parentheses to separate each logic node, using only one operator (“And”/”Or”) inside each set of parentheses.
  • Use only “And” or “Or” to build the logic.
  • Other characters or letters, besides numbers, parentheses and the operators will not be accepted and will cause the rule evaluation to fail.

 

Examples of accepted and non-accepted custom logic:

Example of accepted custom logic

Example of not accepted custom logic

(1 and 2) or (3 and 4)

1 and 2 or 3 and 4

(1 or 2) and (3 and 4) and 5

(1 or 2) and 3 and 4 and 5

1 or 2 and (3 and 4 and 5)

(1 and 2)

1 and 2

(1 or 2)

1 or 2

((1 and 2) or 3) or (3 and 4)

((1 and 2 or (3) or (3 and 4))






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