Agent State Synchronisation

Description

Synchronises agent presence states — available, busy, break, wrap-up, offline — between the ExpertFlow routing engine and the CRM's presence or availability model. Prevents contacts from being assigned to agents who are unavailable in either system.

Canonical use case

When a Salesforce omni-channel agent goes on break in Salesforce, their ExpertFlow routing state is automatically updated to prevent new contacts from being assigned during the break.