Integration settings for Salesforce

The following fields appear if the Platform you select is Salesforce v1.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent sync process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

This help article describes the available UI elements and their functions. For detailed, step-by-step instructions on configuring this integration, see the integration guide (if available).

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
OAuth 2.0 client ID	The OAuth 2.0 client ID provided by Salesforce for your connected app.
OAuth 2.0 client secret	The OAuth 2.0 client secret associated with your Salesforce connected app.
OAuth 2.0 URL	The Salesforce OAuth 2.0 token endpoint URL used to request access tokens for authentication. NOTE Use https://login.salesforce.com for production or https://test.salesforce.com for sandbox environments. The default URL is https://login.salesforce.com/services/oauth2/token.
Admin time activities	The semicolon-separated list of agent activities that should be counted as Admin time. These activities represent periods where the agent is performing administrative or non-contact tasks.
Salesforce API version	The Salesforce API version the integration uses to connect to your organization. Enter a version number, for example v53.0. Must match a version supported by your organization.
Idle time activities	The semicolon-separated list of agent activities that should be counted as Idle time. These activities identify periods where the agent is logged in but not actively engaged in an interaction.
Not-ready activities	The semicolon-separated list of agent activities that should be counted as Not-ready. This list defines which states indicate the agent is unavailable to handle interactions. Do not include the offline activities. EXAMPLE Not ready; Training
Ready time activities	The semicolon-separated list of agent activities that should be counted as Ready time. These activities represent states where the agent is available to receive interactions. EXAMPLE Ready; On call
Service level and abandonment threshold	The target percentage of contacts answered within the defined time, and the maximum acceptable abandon rate. The default value is 20.
Abandoned short contact threshold	The maximum time, in seconds, a contact can wait before it is counted as a short abandon. The default value is 5.

Realtime settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Salesforce API version	The Salesforce API version the integration uses to connect to your organization. Enter a version number, for example 53.0. Must match a version supported by your organization.
OAuth 2.0 client ID	The OAuth 2.0 client ID provided by Salesforce for your connected app.
OAuth 2.0 client secret	The OAuth 2.0 client secret associated with your Salesforce connected app.
OAuth 2.0 URL	The Salesforce OAuth 2.0 token endpoint URL used to request access tokens for authentication. NOTE Use https://login.salesforce.com for production or https://test.salesforce.com for sandbox environments. The default URL is https://login.salesforce.com/services/oauth2/token.
Salesforce platform event name	The name of the Salesforce platform event.