I am about to lose my mind with this Salesforce managed package. We have the ‘Presence Sync’ enabled but half the time our agents change to ‘Available’ in Salesforce and Genesys still shows them as ‘On Queue’ or ‘Away’. It is creating a massive routing mess where agents are getting calls while they are supposed to be handling Salesforce cases. I have checked the logs and it seems like the package is just failing to fire the API call to Genesys. Anyone else having this issue? It feels like we are paying for a broken integration.
We are seeing similar behavior in our PureConnect migration project. The issue is often related to the ‘Presence Mapping’ configuration within the Genesys Cloud for Salesforce settings. If the mapping is not exactly 1-to-1, the sync will fail silently.
I recommend reviewing your presence definition IDs in both systems to ensure they match perfectly.
Hey! So I am doing a security review for our SOC2 audit and I noticed this presence sync thing too. It turns out that if the agent’s browser tab goes to sleep, the Salesforce package stops sending the heartbeats and the sync just dies. It’s a total pain.
You might want to try disabling the ‘Tab Discarding’ in Chrome for your agents, that fixed it for us. Good luck with the audit trail!