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            Grant Reps Access to View Rep Statuses When Transferring Calls

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            Grant Reps Access to View Rep Statuses When Transferring Calls

            To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To set default sharing access: Manage Sharing
            1. From Setup, in the Quick Find box, enter Sharing Settings, and then select Sharing Settings.
            2. Under Organization-Wide Defaults, find User Presence.
            3. To enable reps to view rep statuses, click Edit, and set access to Public Read Only.
            4. Save your changes.
             
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