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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.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing