The durable presence and capacity configuration for one Resource in Omni-Channel routing - one row per resource, upserted by the routing service. Holds the availability status with an optional reason, total capacity in work units (maxWorkItems) and optional per-channel caps as JSON. Live load is not stored here: it is computed from the resource's open ResourceWork items.
Fields
| Field | Label | Type | Required | What it does |
|---|
LastChangedOn | Last Changed On | DateAndTime | | |
MaxPerChannelJson | Max Per Channel | Text | | Optional per-channel capacity caps stored as a JSON object, layered on top of the overall maxWorkItems total. |
MaxWorkItems | Max Work Items | Number | Yes | Total capacity in work units (default 5). The router only assigns new work when the agent's current load (sum of open ResourceWork capacityWeight) plus the new item's weight fits within this cap. |
ResourceId | Resource | Lookup → Resource, unique | Yes | The Resource this presence row belongs to - one row per resource, enforced by upsert in the routing service (setting presence updates the existing row rather than adding another). The underlying user is the resource's UserId. |
Status | Status | PickList | | Presence vocabulary: Available, Busy, Away, Offline, with statusReason carrying the optional why. This is the agent-declared state; actual load is computed from open ResourceWork items. Values: Available, Busy, Away, Offline. |
StatusReason | Status Reason | Text | | |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
EditInLine | Edit | EditInline | Edit in page. |
