We have an omnichannel setup for Chat - we have done all the presence configuration ...., but the issue that we are having is with the Status of the agent - it always shows as available even if the capacity is 100%

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    Why do you want status change? is it assigning extra work after capacity hits 100%? – RedDevil Nov 19 '19 at 9:11
  • Hi, We use this to synchronize the status between omnichannel to Amazon Connect, the idea is that when an agent is occupied in an omnichannel chat - he/she should not get a phone call. Thanks ! – Sury Nov 19 '19 at 14:09
  • I can write up a POC idea if that works for you. – RedDevil Nov 19 '19 at 17:55
  • Yes pls - if you have any suggestions, thx – Sury Nov 20 '19 at 3:05

Below is just an idea,I haven't tried it out.

whenever user accepts a work order omni channel sends certain events which you can find the full list here

Create a console lightning component and listen to accepted event. Once you get the control in javascript, run this method to check the current agents workload

getAgentWorkload(): Retrieves an agent’s currently-assigned workload. Use this method for rerouting work to available agents.

Returns a Promise. Success resolves to configuredCapacity and currentWorkload properties. The Promise will be rejected on error.

if configured and current work load are same it means its 100% fire a platform event to amazon connect and mark whatever status you want there to stop calls coming in

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  • Thank you @reddevil, I will keep this in the backpocket. I was able to resolve the issue by using Amazon sync to sync the status between amazon connect and omnichannel - it is configuration based. It was pretty tricky to configure. – Sury Nov 21 '19 at 2:10
  • @Sury, post that solution here, it may help someone in the future – RedDevil Nov 21 '19 at 8:26

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