In this article:
- What is the Salesforce Connector?
- What will this document cover?
- FAQs
- Package Components - Core
- Package Components - Omni Channel
- Core Package User Permission Set
- Omni-Channel Permission Set
- User Data Sync Permission Set
- Modifying Default External OWDs (Org-Wide Defaults) for AgyleTime objects
- Exposing records on a community
What is the Salesforce Connector?
The purpose of this synchronization application is to collect volume and handle time information from Salesforce. This information will be used for volume tracking, and forecasting.
The synchronization collects the relevant information. Core package captures the transactions made on a case and Omni Channel extension package captures userpresence, the transactions made on a chat and voice calls.
What will this document cover?
This document is a technical "deep dive" into the components included in the packages. Before getting started with the installation process, you may want to review this information.
FAQs
What type of Salesforce API do these packages use? i.e., SOAP/REST/BULK
The package is making REST API callouts to Playvox WFM system.
What is needed for the package to Authenticate?
The package uses Named Credential of 'password authentication type'. This Named Credential is used to retrieve a bearer token from Playvox and this token is used to authenticate the call outs.
What metadata will the package install?
See sections Package Components - Core and Omni Channel extension below
How many triggers do we expect and on what objects?
We have triggers on Case, Task and AgentWork standard objects. The AgentWork trigger would only be relevant if using the omni channel package.
What is the frequency of data push?
The frequency of how much data we send to WFM entirely depends on the volume of cases, chats, voice calls etc in the respective org.
Do you use streaming events and call outs?
We don’t use streaming events. We do HTTP callouts.
Does Playvox Access Token expire?
No
Does the package affect native salesforce performance?
The package would add to processing time (CPU time per transaction) when processing cases, chats, voice calls etc as the data from these is sent to WFM.
Is there an allocation to your package SOQL limits?
Yes, we have a separate allocation of 100 SOQL queries per synchronous transaction.
How many platform events do we fire?
The number of platform events fired entirely depends on the volume of cases, chats, voice calls etc in the org. There is one platform event fired for each payload sent to WFM. The package uses high volume platform events.
Are there any Scheduled Salesforce Jobs that will need to be created?
Yes, there are a few Apex classes need to be scheduled. Please refer to the table below:
|
Field |
Response | Recommended Frequency |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Weekly or Monthly |
| Apex Class |
|
Weekly or Monthly |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Daily |
| Apex Class |
|
Hourly |
Does the package support Salesforce “Classic”, “Lightning” OR Both?
Salesforce only supports Salesforce Lightning experience.
Package Components - Core
| Component Name | Parent Object | Component Type |
| AgyleTimeAgentWorkOBConfiguration | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeCaseOBConfiguration | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeUserServicePresenceOBConfig | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeTaskOBConfiguration | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeHandleTimeOBConfiguration_Case | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeHandleTimeOBConfiguration_AW | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeEventOBConfiguration | AgyleTime Mapping Configuration [pvx] | |
| AgyleTimeHandleTimeOBConfiguration | AgyleTime Mapping Configuration [pvx] | |
| AgyleTime Mapping Configuration | Custom Metadata Type | |
| AgyleTime Application Log | Custom Object | |
| AgyleTime Case Ownership History | Custom Object | |
| AgyleTime Outbound Staging | Custom Object | |
| Shift | Custom Object | |
| Shift Task | Custom Object | |
| AgyleTime Application Log Settings | Custom Object | |
| Agyle Time Outbound Event | Custom Object | |
| AgyleTime Handle Time | Custom Object | |
| AgyleTime Settings | Custom Object | |
| Shift | Tab | |
| AgyleTime Case Ownership History | Tab | |
| AgyleTime Outbound Staging | Tab | |
| Shift Task | Tab | |
| AgyleTime Handle Time | Tab | |
| AgyleTime Application Log | Tab | |
| Agyle Time Connector User | Permission Set | |
| Playvox User Data Sync Permission Set | Permission Set | |
| AgyleTimeProcessBulkOutBoundMsgs_Batch | Apex Class | |
| PlayvoxScheduleController_Test | Apex Class | |
| PlayvoxUserDataSyncBatch_test | Apex Class | |
| AgyleTimeCaseOwnershipHistoryPurge_Test | Apex Class | |
| AgyleTimeHandleTimeTrackingUtil | Apex Class | |
| CommonCallableService | Apex Class | |
| AgyleTimeTriggerHandler_Test | Apex Class | |
| AgyleTimeCaseTrigger | Case | Apex Trigger |
| PlayvoxScheduleDataSyncBatchSch_Test | Apex Class | |
| PlayvoxAPIClient_Test | Apex Class | |
| VoiceCallAPIClientTest | Apex Class | |
| HandleTimePurge_Batch | Apex Class | |
| AgyleTimeAgentWorkInvocableHandler | Apex Class | |
| PlayvoxUserDataSyncBatch | Apex Class | |
| AgyleTimeOutboundEventTriggerHandlerTest | Apex Class | |
| AgyleTimeOutboundEventTrigger | Playvox_WFM_Outbound_Event__e | Apex Trigger |
| PlayvoxScheduleDataSyncBatchScheduler | Apex Class | |
| PlayvoxMetricsResponseWrapper | Apex Class | |
| AgyleTimeCaseServerSideController | Apex Class | |
| PlayvoxMetricsAPI | Apex Class | |
| HandleTimePurgeBatch_Test | Apex Class | |
| PlayvoxScheduleAPI | Apex Class | |
| AgyleTimeTriggerHandler | Apex Class | |
| AgyleTimeOutboundEventTriggerTest | Apex Class | |
| PlayvoxProgressWrapper | Apex Class | |
| AgyleTimeInvocableHandler_Test | Apex Class | |
| PlayvoxAPIClient | Apex Class | |
| PlayvoxScheduleService | Apex Class | |
| PlayvoxScheduleAPI_test | Apex Class | |
| PlayvoxUserDataSyncService | Apex Class | |
| PermissionsValidationService | Apex Class | |
| AgyleTimeSObjectUtilities_Test | Apex Class | |
| AgyleTimeIntegrationUtilities | Apex Class | |
| AgyleTimeApplicationLogUtility_Test | Apex Class | |
| PlayvoxAPIResponseData | Apex Class | |
| PlayvoxUserDataSyncService_Test | Apex Class | |
| AgyleTimeGlobalCache | Apex Class | |
| AgyleTimeCaseOwnershipHistoryPurge_Batch | Apex Class | |
| AgyleTimeStagingObjConfigUtilities_Test | Apex Class | |
| AgyleTimeOutboundStagingTriggerHandler | Apex Class | |
| AgyleTimePostInstallScript | Apex Class | |
| AgyleTimeCaseServerSideControllerTest | Apex Class | |
| AgyleTimeInvocableHandler | Apex Class | |
| SetPlatformEventSubscriberConfig | Apex Class | |
| AgyleTimeApplicationLogWrapper | Apex Class | |
| AgyleTimeAWTriggerHandler | Apex Class | |
| AgyleTimeOBMessageBulkUtilities | Apex Class | |
| AgyleTimePostInstallScript_Test | Apex Class | |
| AgyleTimeSObjectUtilities | Apex Class | |
| PlayvoxScheduleDataSyncBatch | Apex Class | |
| AgyleTimeGlobalCache_Test | Apex Class | |
| AgyleTimeTriggerHandlerBase | Apex Class | |
| AgyleTimeOBMessageBulkUtilitiesTest | Apex Class | |
| AgyleTimeOBStagingTriggerHandler_Test | Apex Class | |
| AgyleTimeHttpCalloutMock | Apex Class | |
| AgyleTimeGlobalConstants | Apex Class | |
| AgyleTimeCaseOwnershipHistoryTrigger | Case_Ownership_History__c | Apex Trigger |
| AgyleTimeAPIResponse | Apex Class | |
| PlayvoxScheduleController | Apex Class | |
| AgyleTimeAWTriggerHandler_Test | Apex Class | |
| AgyleTimeEventTriggerTest | Apex Class | |
| AgyleTimeRetrieveConfigData | Apex Class | |
| AgyleTimeScheduleCOHPurgeTest | Apex Class | |
| AgyleTimeProcessBulkOutBoundMsgs_Test | Apex Class | |
| PlayvoxMetricsAPI_test | Apex Class | |
| PlayvoxAPIRequestData | Apex Class | |
| AgyleTimeTriggerHandlerBaseTest | Apex Class | |
| PlayvoxScheduleDataSyncBatch_test | Apex Class | |
| HandleTimePurge_Schedule | Apex Class | |
| AgyleTimeScheduleCOHPurge | Apex Class | |
| PlayvoxIntegrationDataSync_Test | Apex Class | |
| AgyleTimeSyncBulkUtilities | Apex Class | |
| PlayvoxAgyleTimeSetting | Apex Class | |
| PlayvoxUserDataSyncBatchSheduler | Apex Class | |
| PlayvoxScheduleResponseWrapper | Apex Class | |
| AgyleTimeApplicationLogPurge_Test | Apex Class | |
| AgyleTimeAPIService | Apex Class | |
| AgyleTimeAgentWorkInvocableHandler_Test | Apex Class | |
| AgyleTimeOBMessagePayloadUtilities_Test | Apex Class | |
| AgyleTimeOutboundEventTriggerHandler | Apex Class | |
| HttpCalloutMockMultiple | Apex Class | |
| PlayvoxUserDataSyncBatchSheduler_test | Apex Class | |
| CommonCallableServiceTest | Apex Class | |
| AgyleTimeApplicationLogUtility | Apex Class | |
| AgyleTimeTestUtilities | Apex Class | |
| VoiceCallAPIClient | Apex Class | |
| CheckIfHumanUpdateService | Apex Class | |
| AgyleTimeOBMessagePayloadUtilities | Apex Class | |
| SetCaseOwnerDetailsOnTaskTest | Apex Class | |
| AgyleTimeHandleTimeTrackingUtil_Test | Apex Class | |
| AgyleTimeOutBoundMsgsPurge_Test | Apex Class | |
| AgyleTimeOBStagingTrigger | AgyleTime_Outbound_Staging__c | Apex Trigger |
| PlayvoxAPIMockResponse | Apex Class | |
| PlayvoxIntegrationDataSync | Apex Class | |
| AgyleTimeTaskTrigger | Task | Apex Trigger |
| AgyleTimeOutBoundMsgsPurge_Batch | Apex Class | |
| AgyleTimeApplicationLogPurge_Batch | Apex Class | |
| AgyleTimeStagingObjConfigUtilities | Apex Class | |
| HandleTimePurgeSchedule_Test | Apex Class | |
| SetPlatformEventSubscriberConfigTest | Apex Class | |
| AgyleTimeIntegrationUtilities_Test | Apex Class | |
| Set Case Owner Details on Task | Flow Version | |
| Abandoned | Case_Ownership_History__c | Custom Field |
| VoiceCall Create New Case and Task | AgyleTime_Settings__c | Custom Field |
| External Id Field | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Product | Case | Custom Field |
| End Time | Shift_Task__c | Custom Field |
| Case ActivityType Identifier | Case_Ownership_History__c | Custom Field |
| TaskType | Activity | Custom Field |
| Send All Fields in Field Map for Update | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| AgyleTimeCaseOwnerId | Activity | Custom Field |
| Type | Case_Ownership_History__c | Custom Field |
| Task SubType | Case_Ownership_History__c | Custom Field |
| Case Identifier | Case_Ownership_History__c | Custom Field |
| VoiceCall Transfer Update Existing Task | AgyleTime_Settings__c | Custom Field |
| AgyleTimeCaseOwnerFirstName | Activity | Custom Field |
| CaseOrigin | Activity | Custom Field |
| Playvox Modified At | Shift__c | Custom Field |
| Destination | AgyleTime_Outbound_Staging__c | Custom Field |
| Case Id | AgyleTime_Handle_Time__c | Custom Field |
| Case Type | Case_Ownership_History__c | Custom Field |
| AuthorizationTokenEndPoint | AgyleTime_Settings__c | Custom Field |
| API Target | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| External Id | AgyleTime_Outbound_Staging__c | Custom Field |
| AgyleTimeNameCredential | AgyleTime_Settings__c | Custom Field |
| Is For Specific Record Types | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| AgyleTimeType | Case | Custom Field |
| Last Modified By Agent | Case_Ownership_History__c | Custom Field |
| Created From Bulk | AgyleTime_Outbound_Staging__c | Custom Field |
| QueueName | Activity | Custom Field |
| Sync with AgyleTime | AgyleTime_Settings__c | Custom Field |
| Delete Fields Map | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Create Outbound Message | AgyleTime_Settings__c | Custom Field |
| Exit Time | Case_Ownership_History__c | Custom Field |
| Last Opened | AgyleTime_Handle_Time__c | Custom Field |
| Elapsed Time (Total Mins) | Case_Ownership_History__c | Custom Field |
| Message | AgyleTime_Application_Log__c | Custom Field |
| End Time | Shift__c | Custom Field |
| Event | AgyleTime_Outbound_Staging__c | Custom Field |
| Playvox Shift Task Id | Shift_Task__c | Custom Field |
| Start Time | Shift_Task__c | Custom Field |
| Context Record Id | Playvox_WFM_Outbound_Event__e | Custom Field |
| Status | Case_Ownership_History__c | Custom Field |
| AgyleTimeBaseEndPoint | AgyleTime_Settings__c | Custom Field |
| Stack Trace | AgyleTime_Application_Log__c | Custom Field |
| Process Voice Calls | AgyleTime_Settings__c | Custom Field |
| Case Close Time | Case_Ownership_History__c | Custom Field |
| User | Case_Ownership_History__c | Custom Field |
| Is Outbound Event Trigger Config Set | AgyleTime_Settings__c | Custom Field |
| No. of Sync Attempts | AgyleTime_Outbound_Staging__c | Custom Field |
| Playvox Created At | Shift_Task__c | Custom Field |
| Is Non Real-Time VoiceCall Data Updated | AgyleTime_Outbound_Staging__c | Custom Field |
| Warning | AgyleTime_Application_Log_Settings__c | Custom Field |
| Source | AgyleTime_Application_Log__c | Custom Field |
| FirstCommentDate | Case | Custom Field |
| VoiceCallDuration | Case_Ownership_History__c | Custom Field |
| Type | AgyleTime_Handle_Time__c | Custom Field |
| Fields Map | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| HttpMethod for Create | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Debug | AgyleTime_Application_Log_Settings__c | Custom Field |
| Case End Time | Case_Ownership_History__c | Custom Field |
| is Creation Allowed | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| ChildElementName | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Handle Time | Case_Ownership_History__c | Custom Field |
| CallType | Case_Ownership_History__c | Custom Field |
| CaseSourceTypeIdentiferTags | Activity | Custom Field |
| HttpMethod for Delete | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Status End Date | Case_Ownership_History__c | Custom Field |
| Case | Case_Ownership_History__c | Custom Field |
| Active Time | Case_Ownership_History__c | Custom Field |
| Endpoint URL | AgyleTime_Outbound_Staging__c | Custom Field |
| QueueName | Case | Custom Field |
| Enable VoiceCall and Case Linking | AgyleTime_Settings__c | Custom Field |
| Playvox Created At | Shift__c | Custom Field |
| SFDC Record Id | AgyleTime_Outbound_Staging__c | Custom Field |
| Source | AgyleTime_Outbound_Staging__c | Custom Field |
| No. of Allowed Sync Attempts | AgyleTime_Settings__c | Custom Field |
| Outbound Msgs Delete After Days | AgyleTime_Settings__c | Custom Field |
| Playvox User Id | User | Custom Field |
| Age | AgyleTime_Application_Log__c | Custom Field |
| Potential Liability | Case | Custom Field |
| ParentIdentifierField | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Is Published | Shift__c | Custom Field |
| Code | AgyleTime_Application_Log__c | Custom Field |
| MappingType | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| AgyleTime_CaseType | Case_Ownership_History__c | Custom Field |
| Reference Information | AgyleTime_Application_Log__c | Custom Field |
| TalkTime | Case_Ownership_History__c | Custom Field |
| AgyleTimeCaseOwnerLastName | Activity | Custom Field |
| Description | AgyleTime_Outbound_Staging__c | Custom Field |
| Speed To Answer | Case_Ownership_History__c | Custom Field |
| Integration Payload | AgyleTime_Application_Log__c | Custom Field |
| Entry Time | Case_Ownership_History__c | Custom Field |
| Age | AgyleTime_Outbound_Staging__c | Custom Field |
| Timer | AgyleTime_Application_Log__c | Custom Field |
| Status | AgyleTime_Outbound_Staging__c | Custom Field |
| RecordType Names | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Playvox Modified At | Shift_Task__c | Custom Field |
| Delete After (Days) | AgyleTime_Application_Log_Settings__c | Custom Field |
| Case Description | Case_Ownership_History__c | Custom Field |
| Agent Id | AgyleTime_Handle_Time__c | Custom Field |
| Config For | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Active | Case_Ownership_History__c | Custom Field |
| Sync Call Recording URLs ? | AgyleTime_Settings__c | Custom Field |
| is Deletion Allowed | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| is Modification Allowed | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| HttpMethod for Update | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Integration ID | AgyleTime_Settings__c | Custom Field |
| User Id | User | Custom Field |
| User Sync Status | User | Custom Field |
| Task Id | Case_Ownership_History__c | Custom Field |
| Sync Selected Active Users | AgyleTime_Settings__c | Custom Field |
| Case First Handle Time | Case_Ownership_History__c | Custom Field |
| CaseType | Case | Custom Field |
| Enable Bulk Cases Processing | AgyleTime_Settings__c | Custom Field |
| Amazon Connect Base URL | AgyleTime_Settings__c | Custom Field |
| HTTPMethod | AgyleTime_Outbound_Staging__c | Custom Field |
| CaseType | Case_Ownership_History__c | Custom Field |
| Status Start Date | Case_Ownership_History__c | Custom Field |
| Playvox Shift Id | Shift__c | Custom Field |
| Payload | AgyleTime_Outbound_Staging__c | Custom Field |
| Info | AgyleTime_Application_Log_Settings__c | Custom Field |
| Engineering Req Number | Case | Custom Field |
| Task Call Object | Case_Ownership_History__c | Custom Field |
| AgyleTimeSourceTypeIdentifierTags | Case | Custom Field |
| SLA Violation | Case | Custom Field |
| Source Function | AgyleTime_Application_Log__c | Custom Field |
| Task Trigger Bypass | AgyleTime_Settings__c | Custom Field |
| Agent Work | Case_Ownership_History__c | Custom Field |
| Case First Comment Handle Time | Case_Ownership_History__c | Custom Field |
| Owner Id | Case_Ownership_History__c | Custom Field |
| Object | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Object | AgyleTime_Outbound_Staging__c | Custom Field |
| Callback URL | AgyleTime_Outbound_Staging__c | Custom Field |
| Age | Case_Ownership_History__c | Custom Field |
| Case Ownership History Delete After Days | AgyleTime_Settings__c | Custom Field |
| Start Time | Shift__c | Custom Field |
| Identifier | Case_Ownership_History__c | Custom Field |
| Reference Id | AgyleTime_Application_Log__c | Custom Field |
| Task Subject | Case_Ownership_History__c | Custom Field |
| API version to use | AgyleTime_Outbound_Staging__c | Custom Field |
| Case Owner Id | Case_Ownership_History__c | Custom Field |
| First CaseComment Date | Case_Ownership_History__c | Custom Field |
| Shift | Shift_Task__c | Custom Field |
| Owner | Case_Ownership_History__c | Custom Field |
| Exclude Sync Event Fields | AgyleTime_Mapping_Configurations__mdt | Custom Field |
| Error | AgyleTime_Application_Log_Settings__c | Custom Field |
| Integration Name | AgyleTime_Settings__c | Custom Field |
| Comment | Shift_Task__c | Custom Field |
| WaitTime | Case_Ownership_History__c | Custom Field |
| Playvox Shift Name | Shift__c | Custom Field |
| Execute Core Pkg Triggers and Record Trigerred Flows | Custom Permission | |
| Update case on first case comment | Case Comment | Workflow Rule |
| Update FirstCommentDate on Case | Case Comment | Workflow Field Update |
| YESTERDAY Logs | AgyleTime_Application_Log__c | List View |
| AgyleTime Mapping Configuration Layout | AgyleTime_Mapping_Configurations__mdt | Page Layout |
| All | Shift_Task__c | List View |
| Warning | AgyleTime_Application_Log__c | Record Type |
| All | AgyleTime_Handle_Time__c | List View |
| All | AgyleTime_Application_Log__c | List View |
| *All Logs | AgyleTime_Application_Log__c | List View |
| AgyleAPACURL_AU | Remote Site | |
| Info | AgyleTime_Application_Log__c | Record Type |
| AgyleTIme Case Ownership History Layout | Case_Ownership_History__c | Page Layout |
| Case | Case_Ownership_History__c | Record Type |
| Shift Layout | Shift__c | Page Layout |
| pvx | Asset File | |
| Today's Outbound Msgs | AgyleTime_Outbound_Staging__c | List View |
| AgentWork | Case_Ownership_History__c | Record Type |
| All | AgyleTime_Outbound_Staging__c | List View |
| Task | Case_Ownership_History__c | Record Type |
| Shift Task Layout | Shift_Task__c | Page Layout |
| AgyleAPACURL_US | Remote Site | |
| Debug | AgyleTime_Application_Log__c | Record Type |
| AgyleAPACURL_EU | Remote Site | |
| All | AgyleTime_Application_Log__c | List View |
| AgyleTime Application Log Layout | AgyleTime_Application_Log__c | Page Layout |
| User's Detail Report | Report | |
| NoScheduleDisplay | Static Resource | |
| All | Shift__c | List View |
| Error | AgyleTime_Application_Log__c | Record Type |
| AgyleTime Outbound Staging Layout | AgyleTime_Outbound_Staging__c | Page Layout |
| Today's Logs | AgyleTime_Application_Log__c | List View |
| NoMetricsDisplay | Static Resource | |
| All | Case_Ownership_History__c | List View |
| AgyleTime Report | Report Folder | |
| AllHandleTime | AgyleTime_Handle_Time__c | List View |
| AgyleTime Handle Time Layout | AgyleTime_Handle_Time__c | Page Layout |
| Set Platform Event Subscriber Config | Visualforce Page | |
| AgyleTimeHandleTimeCase | Aura Component Bundle | |
| expandableSection | Lightning Web Component Bundle | |
| playvoxWfmUtility | Lightning Web Component Bundle | |
| playvoxWFMGauge | Lightning Web Component Bundle | |
| Home_Page_Default | Lightning Page | |
| Playvox_WFM_UtilityBar | Lightning Page | |
| playvoxWFMMetrics | Lightning Web Component Bundle | |
| trackAgentOnScreenActivities | Lightning Web Component Bundle | |
| playvoxWfmSchedule | Lightning Web Component Bundle |
Package Components - Omni Channel
| Component Name | Parent Object | Component Type |
| InteractionWrapper | Apex Class | |
| PayloadObjectMapper | Apex Class | |
| VoiceNonRealTimeDataUpdateBatch | Apex Class | |
| VoiceNonRealTimeDataUpdateSchedule | Apex Class | |
| PostInstallScriptTest | Apex Class | |
| VoiceNonRealTimeDataUpdateBatchTest | Apex Class | |
| OmniPermissionsValidationService | Apex Class | |
| PostInstallScript | Apex Class | |
| VoiceNonRealTimeDataUpdateScheduleTest | Apex Class | |
| AgentWorkTriggerHandler | Apex Class | |
| ContactWrapper | Apex Class | |
| ContactAPIResponseWrapper | Apex Class | |
| InteractionMapperTest | Apex Class | |
| GenericWrapperTest | Apex Class | |
| AgileTimeAgentWorkTrigger | AgentWork | Apex Trigger |
| AgentWorkTriggerHandlerTest | Apex Class | |
| AgyleTimeAgentWorkTriggerTest | Apex Class | |
| AgyleTimeAgentWorkInvocable | Apex Class | |
| AgyleTimeUserPresenceInvocable_Test | Apex Class | |
| AgyleTimeAgentWorkInvocable_Test | Apex Class | |
| AgyleTimeUserServicePresenceInvocable | Apex Class | |
| ContactMapperTest | Apex Class | |
| VoiceCallFieldMapperHelper | Apex Class | |
| InteractionMapper | Apex Class | |
| StaticVoiceCallMappings | Apex Class | |
| ContactMapper | Apex Class | |
| PayloadObjectMapperTest | Apex Class | |
| SF Call Center Name | SF_CallCenter_and_CTI_ContactCenter_Map__mdt | Custom Field |
| Is Available | UserServicePresence | Custom Field |
| CTI Contact Center Name | SF_CallCenter_and_CTI_ContactCenter_Map__mdt | Custom Field |
| Type | AgentWork | Custom Field |
| AgyleTime Active | AgentWork | Custom Field |
| QueueName | AgentWork | Custom Field |
| SF CallCenter and CTI ContactCenter Map | Custom Metadata Type | |
| Playvox WFM Omni-Channel User | Permission Set | |
| SF CallCenter and CTI ContactCenter Map Layout | SF_CallCenter_and_CTI_ContactCenter_Map__mdt | Page Layout |
| Execute Omni Pkg Triggers and Record Trigerred Flows | Custom Permission | |
| AgentWorkUpdateFlowOB | Flow Version | |
| UserServicePresenceStatusUpdateOBFlow | Flow Version |
Core Package User Permission Set
The AgyleTime Connector User Permission set provisions the following privileges:
- Access to all record types for the AgyleTime Application Log and AgyleTime Case Ownership History objects.
-
Read, Create, Edit and Delete object permissions and edit access on
all the fields for AgyleTime Application Log, AgyleTime Case
Ownership History, AgyleTime Handle Time and AgyleTime
Outbound Staging, Shift and Shift Task objects. -
Edit access to AgyleTime custom fields on AgentWork, Case, User
and UserServicePresence objects. -
Access to all Apex classes and Triggers which are a part of the
package. -
Access to all the AgyleTime custom metadata types and custom
settings - Access to custom permission in the package
Omni-Channel Permission Set
The permission set included in our extension is: Playvox WFM Omni-Channel User. This gives access to Apex Classes, custom metadata types and custom permissions in the package.
User Data Sync Permission Set
This permission enables access to apex classes and custom fields on user objects for user data sync process.
Modifying Default External OWDs (Org-Wide Defaults) for AgyleTime objects
By default, the AgyleTime Application Log, AgyleTime Case Ownership History, AgyleTime Handle Time and AgyleTime Outbound Staging objects have a public read/ write external OWD. This can be modified under Setup Sharing Settings if necessary.
Exposing records on a community
Although Salesforce records can be exposed on a community, it is recommended that records of the AgyleTime Application Log, AgyleTime Case Ownership History, AgyleTime Handle Time and AgyleTime
Outbound Staging should not be exposed as it is simply transient data.
Check out this article to get started with the installation process.