系列： 为 Salesforce Service Cloud Voice 设置 CX Cloud、Digital 和 AI

创建状态用户和路由配置

先决条件：
  • Install CX Cloud, Digital and AI for Salesforce Service Cloud Voice package.

A presence user configuration is required for agents handling Genesys Cloud chats and emails and a routing configuration required for flows to route the Experience and Email Experience objects.

Set the capacity of your agents. For example, if you have 10 agents, and each agent can handle five chats at the same time, then you can set the capacity at 50.

Create a presence user configuration

For Presence User configuration, set the capacity of your agents. For example, if you have 10 agents, and each agent can handle five chats at the same time, then you can set the capacity at 50.

要创建状态用户配置：

  1. 在设置主页上，在快速查找框中搜索状态配置，然后单击状态配置。
  2. 单击 “ 新建”。
  3. 在下面基本信息部分：
    1. Enter the Presence Configuration Name.
    2. 输入容量代理人。
  4. 在下面音频设置部分：
    1. Select the Play a notification sound for work requests option.
    2. 选择默认作为通知声音。
    3. Select the Play a notification sound if Omni Channel loses connection option.
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      创建 Presence 用户配置
  5. 单击 “ 保存”。

After creating the presence user configuration, assign it to the agents or user profiles.

注释：
  • If you want your agents to answer the conversations automatically, then configure the presence configuration in Salesforce and do not set the queue to auto-answer in Genesys Cloud. Only agents mentioned in this conversation or member of the profile mentioned in the presence configuration can automatically answer.
  • You can also use different configurations for chat, voice, and email. Some configurations allow auto-answer for chats, but not for emails. For example, the configurations can also use different alerts and capacities.

Create routing configuration

要创建路由配置：

  1. 在设置主页上，在快速查找框中搜索路由配置，然后单击路由配置。
  2. 单击 “ 新建”。
  3. Under the Basic Information section, enter the Routing Configuration Name.
  4. 在下面路由设置部分：
    1. Enter 1 as the Routing Priority.
    2. 选择外部路由作为路由模型。
  5. Under the Work Item Size section, enter 5.00 as the Unit of Capacity.
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    创建路由配置
  6. 单击 “ 保存”。

Create and assign presence statuses to user profiles :Previous Suggested Article Next Suggested Article: Create backup queues for the flows