Configure Salesforce Omni-Channel routing with skill-based capacity rules and programmatically update agent presence status

In-depth guide

Steps

1. Define Service Channels (e.g. for Cases or Chats) and Routing Configurations with capacity weights in Salesforce Setup
2. Create Queues and associate them with the Routing Configuration, then assign agent Skills via Setup or Apex
3. Use the Salesforce REST API or Apex to set an agent's Presence Status by updating the UserServicePresence record via PATCH /services/data/vXX.0/sobjects/UserServicePresence/{id}
4. Push a new work item to the queue by updating the Case OwnerId to the queue's group ID, or create a PendingServiceRouting record to invoke Omni-Channel routing explicitly
5. Poll AgentWork records via GET /services/data/vXX.0/sobjects/AgentWork to confirm the work item was accepted or declined by the agent
6. Subscribe to the AgentWork platform event streaming endpoint (/cometd/vXX.0/) for real-time routing status updates instead of polling