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

Publiceringsdatum: Oct 2, 2025
Beskrivning

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.

Lösning

If you want to adjust the sort order, consider adding single-byte characters (half-width numbers or letters) at the beginning of each presence status name.

 

Example:

  • 01 On the Phone

  • 02 Break

Ytterligare resurser

Create Presence Statuses

Knowledge-artikelnummer

005123909

 
Laddar
Salesforce Help | Article