Need help. We are using Omni-Channel for one of projects. This is to route the cases created from Chat from our celebrity website. The chat shows up on the website only when an agent changes the status in Omni-Channel to online. Is there a way anywhere in the Omni-Channel setting where we can restrict the time based on time zone for an agent to make them themself available?
Let's say we want them to be able to change the status to available only between 10" am - 10 pm. Outside of that timing even if they are logged in to salesforce, we don't want them to set their presence status in Omni-Channel to online.
1 answer
Hi Ken,
In case you don't receive a response here, may I also suggest joining our Service Cloud group below to collaborate with the experts on best practice and advice.
https://success.salesforce.com/featuredGroupDetail?id=a1z3A000002vaXWQAY#.a0L3000000RuJKwEAN
Best,
Bhavin
