Create presence user and routing configurations

Create a presence user configuration

For Presence User configuration, set the capacity of your agents. For example, if you have 10 agents, and each agent can handle five chats at the same time, then you can set the capacity at 50.

To create the presence user configuration:

1. On the Setup Home page, search for Presence Configurations in the Quick Find box and click Presence Configurations.
2. Click New.
3. Under the Basic Information section:
   1. Enter the Presence Configuration Name.
   2. Enter the Capacity of the agents.
4. Under the Audio Settings section:
   1. Select the Play a notification sound for work requests option.
   2. Choose Default as the Notification Sound.
   3. Select the Play a notification sound if Omni Channel loses connection option.
      Click the image to enlarge.
      
5. Click Save.

After creating the presence user configuration, assign it to the agents or user profiles.

Create routing configuration

To create the routing configuration:

1. On the Setup Home page, search for Routing Configurations in the Quick Find box and click Routing Configurations.
2. Click New.
3. Under the Basic Information section, enter the Routing Configuration Name.
4. Under the Routing Settings section:
   1. Enter 1 as the Routing Priority.
   2. Choose External Routing as the Routing Model.
5. Under the Work Item Size section, enter 5.00 as the Unit of Capacity.
   Click the image to enlarge.
   
6. Click Save.