We are using Salesforce Voice and Omni-Channel routing with CX Cloud for Genesys and Salesforce.
Agent statuses are configured to stay in sync between Genesys Cloud and Salesforce using a custom Apex class and Custom Metadata Type in Salesforce to control the status mappings, using this blueprint: https://developer.genesys.cloud/blueprints/enhanced-status-syncing-with-salesforce-service-cloud-voice/
An issue has been reported where an agent's status in the Salesforce Omni-Channel utility shows as Available, while the same agent remains Busy in Genesys Cloud, despite an existing sync configuration for the Available status between the two systems.
We suspect this occurs when an agent has multiple browser windows open, while they were in busy status and the window running Genesys is closed. In this scenario, the agent's status in Salesforce Omni-Channel is changed from Busy to Available, but this change does not sync back to Genesys because the Genesys browser session has been terminated.
Is there an alternate way to implement presence sync between Genesys and SF? Or is there a way to resolve the problem stated above?
#Integrations------------------------------
Poojan Vyas
Technology Manager, Digital and IT
------------------------------