20.8. Wallboards and SCV

Wallboards behaves slightly differently when monitoring Service Cloud Voice users, where as standard Natterbox users rely on Natterbox's concept of Availability SCV uses Salesforce's Omni-Channel Presence.

Natterbox's Availability allow agents to be in one of either two states, logged into a group or logged out.

Omni-Channel's presence allows agents to essentially be in three states, logged out of Omni-Channel, logged into Omni-Channel and available or logged into Omni-Channel but not available for calls (i.e. agents who are managing a different work channel such as emails only).

We represent this third state with the following status on Wallboards "Unavailable for voice calls" :

FAQ

What happens to the logged in state of my agents when they switch to a presence state which is unavailable for calls?

Agents will be logged out of every assigned group, just like a Natterbox Availability state would.

Where can I track the history of my agents state changes?

As SCV uses the Omni Channel, reporting on state changes will have to be conducted via Salesforce, the Agent Status component in Wallboards is unsupported for SCV agents as it relies on Availability.