# Omni Paused Status를 통한 Capacity 관리

#### 1단계: Status Picklist Value 추가

Chat Session과 Chat Customer 오브젝트에 Status Value를 추가합니다.<br>

* 대상 오브젝트: Chat Session, Chat Customer
* 필드: Status
* 주의사항: **두 오브젝트에 추가하는 Value의 API Name이 동일해야 합니다.**

<figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FpF6Oy8fvrQ6Y3IYEjTj0%2Fimage.png?alt=media&#x26;token=ea0e1d3f-c47e-4fe3-9751-30146e3488c9" alt=""><figcaption></figcaption></figure>

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#### 2단계: Flow 수정창 열기

설치되어 있는 `SC_talkSession status update when owner changed via omni channel` Flow의 수정창을 엽니다.<br>

<figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2F8PDT9XwYJI5I6stZUOyW%2Fimage.png?alt=media&#x26;token=6afebb31-bc76-43a8-905e-8402fe711c34" alt=""><figcaption></figcaption></figure>

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#### 3단계: Decision 컴포넌트 추가

Is TalkSession Null 노드 하위에 Decision(결정) 컴포넌트를 추가합니다.<br>

<figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FL82MbMB2uqc5RvWYhEYs%2Fimage.png?alt=media&#x26;token=82d3855d-eb69-4e1b-a393-b3fa28c1aa4e" alt=""><figcaption></figcaption></figure>

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#### 4단계: Decision 컴포넌트 설정

<figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FSZnSBmLxRUmgyjrHYTez%2Fimage.png?alt=media&#x26;token=c3ce19ee-e424-4dc8-8721-c3d6f63afcd9" alt=""><figcaption></figcaption></figure>

| Label (레이블)                                 | `isStatusPause`                              |
| ------------------------------------------- | -------------------------------------------- |
| API Name (API 이름)                           | `isStatusPause`                              |
| <p>Select Descision Logic<br>(결정 논리 선택)</p> | <p>Manually Set Conditions<br>(조건 수동 설정)</p> |

**Outcome(결과) 설정:**

| Outcome Label (결과 레이블)                                                   | `isNotPause`                              |
| ------------------------------------------------------------------------ | ----------------------------------------- |
| Outcome API Name (결과 API 이름)                                             | `isNotPause`                              |
| <p>Condition Requirements to Execute Outcome<br>(결과 실행을 위한 조건 요구 사항)</p> | 모든 조건이 충족됨 (All Conditions Are Met - AND) |

**조건 상세:**

| Resource (리소스) | `{!Get_TalkSession_Record.WINP__Status__c}` |
| -------------- | ------------------------------------------- |
| Operator (연산자) | Does Not Equal (같지 않음)                      |
| Value (값)      | 1단계에서 추가한 Status Value 선택                   |

**When to Execute Outcome (결과를 실행할 시간):**\
If the condition requirements are met (조건 요구 사항이 충족된 경우 )<br>

<figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FVQUs49mQ7IK48TsgBPdL%2Fimage.png?alt=media&#x26;token=ddc9251a-287f-4290-a3a5-9a6f5a859c31" alt=""><figcaption></figcaption></figure>

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#### 5단계: Omni-Channel 설정

Setup -> Omni-Channel -> Service Channels -> SimplyChat 선택

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Values for Paused에 새로추가한 Status Add

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### 사용 예시

* 진행중인 상담 중 잠시 Capacity를 확보할 세션의 Status를 Values for Pauesed의 값으로 변경합니다.

<figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FxVHq5YQjEBwWXBRS4h71%2Fimage.png?alt=media&#x26;token=dc099ff3-043a-4df8-836f-036037556378" alt=""><figcaption></figcaption></figure>

* Omni Channel Widget과 Omni Supervisor에서 Capacity의 용량을 확보한것을 확인 할 수 있습니다.

<div><figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FWIcZxS0mPHexqyKQ2JWu%2Fimage.png?alt=media&#x26;token=df59c0bf-73e5-4b65-a11a-2082ea1001f7" alt=""><figcaption></figcaption></figure> <figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2F4dX9dWD7i4BXsEcoAOjT%2Fimage.png?alt=media&#x26;token=8ecf4ed8-5ac0-4f88-9fda-3946ea562358" alt=""><figcaption></figcaption></figure></div>

* 확보된 Capacity의 용량에 따라 추가 Session을 배정받거나, Status를 다시 Chatting으로 변경하여 상담을 이어갈 수 있습니다.

<div><figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FLhVGmEJSyUBJTqoPf4kt%2Fimage.png?alt=media&#x26;token=740ad3e3-bcf1-4f34-a38a-b1bae9288f42" alt=""><figcaption></figcaption></figure> <figure><img src="https://2029041223-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTQhsBFkZ51BlLLmWPGbG%2Fuploads%2FZP4oLFmqiDj4zGzCi3Jw%2Fimage.png?alt=media&#x26;token=e9587ed4-a588-4c2b-9fc6-d574b23ca579" alt=""><figcaption></figcaption></figure></div>