The Sort Order Rules of Service Presence Statuses in Omni-Channel Widget

Agentforce Service (formerly Service Cloud) presence statuses in the Omni-Channel footer are sorted based on the following rules:

• Statuses are grouped by type (Online 🟢 / Busy 🟠 / Offline ⚪) and displayed in this order: Online 🟢 → Busy 🟠 → Offline ⚪.

• Within each type, statuses are sorted in the following order based on the leading characters in the status name:

  1. Single-byte numbers (0–9)

  2. Single-byte letters (A–Z, a–z)

  3. Symbols

  4. Double-byte characters

• If you use Japanese characters in a status name, the order may not appear as intended due to character encoding.