Salesforce Status Helper

Salesforce Status Helper will help keep you logged into Omni-Channel for when those unexpected disconnects occur without warning.

Salesforce Status Helper holds your Omni-Channel status to your shift, keeps your Genesys Cloud queue in step with it, and warns you before a case breaches its SLA. OMNI-CHANNEL • Moves you Available, then Backlog, then Offline on your shift schedule. • Confirms your status every 15 seconds and signs you back in if Omni-Channel drops you. • If your queue window ends while you are still on a case, it presets Backlog or Offline immediately, so closing that case after hours never pulls you back to Available. CASE TIMERS AND SLA ALERTS • Reads the Milestones countdown from your cases and keeps counting down for you. • Amber at 30 minutes. Red at 10 minutes or overdue. • Chimes at 10, 5 and 2 minutes with a desktop notification. Opening the case cancels the rest, so acting once stops the nagging. Overdue never chimes. • A case a customer updated overnight greets you as a red row, not an alarm. • Mute silences everything except New, whose first response SLA is too important to quiet. Cases in New are tagged 1st resp and sort first. • Timers now refresh on their own every two hours, for as long as a Salesforce tab is open, including while you are away in Zoom or another tab. • A refresh opens each case that carries a timer, reads it, and closes it again. It never closes a tab you already had open, never closes a case assigned to you, stops if a dialog appears, and puts you back on whatever you were reading. • Turn automatic refresh off and a manual Pull Case Timers button takes its place. • Milestones tracked lists every tracked case, its countdown, and when it was last read. Dismiss one and it stays dismissed until the case earns a new milestone. MY CASES • Live counts of your open cases by status. Statuses needing action come first and are highlighted. • Click a status to see its cases, then click a case to open it as a console tab. No page reload, so your Omni-Channel session and status survive. • If the list is only partly loaded it says Showing X of Y rather than quietly undercounting. GENESYS QUEUE SYNC • Available in Omni-Channel means On Queue in Genesys. Anything else means Off Queue. • Works while the Genesys tab sits in the background, so you can stay in Salesforce. • A Genesys call never changes your Omni-Channel status, because web cases take priority. • Only the queue toggle is touched, never your presence. Switch to Manual to drive it yourself, or turn sync off and Genesys is left alone entirely. NOTES • While you are On a Web Case your status is left alone, apart from the end of shift preset above. • Omni-Channel automation works on .salesforce.com and .force.com only. • Genesys sync needs a Genesys tab open. • Timers cover only cases the extension has seen: ones you opened, or ones a refresh picked up. • A refresh running while the tab is hidden can come back empty, because Chrome does not draw a hidden tab. The extension notices, refuses to count it, and tries again shortly. TROUBLESHOOTING Press F12 for the console and filter on SFSH. Every refresh reports what it read, what it could not, and why it is waiting. For Genesys problems, check both tabs. If the chime plays but no desktop notification appears, Windows is suppressing it, so check your notification settings and Focus Assist for Chrome. Please include those log lines when reporting an issue.