Let’s focus on agents for a minute. Presence configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers. Your organization can have multiple configurations for different groups of agents who support different channels.
|Available in: Salesforce Classic|
|Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions|
|To set up Omni-Channel:||“Customize Application”|
When you enable Omni-Channel in your organization, Salesforce creates a presence configuration for you, called the Default Presence Configuration. All your agents are assigned to that configuration automatically. However, you can create a presence configuration and assign individual agents to it to customize Omni-Channel settings for a subset of your agents. If you reassign agents to a custom presence configuration, they’re excluded from the Default Presence Configuration.
In Setup, enter Presence in the Quick Find box, select Presence Configurations, then click New.
Choose the settings for your presence configuration.