We need the ability that when an agent changes its presence status Omnichannel will offer the cases accordingly. For example:

  • Cases can be Web or Phone.
  • We'll have 2 different presence status: "Available - Web", "Available - Phone".
  • If the agent selects "Available - Web", Omnichannel should offer only cases that their Origin = Web. Same situation for Phone cases.

Any ideas? Thanks!!!

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