Edit

Enable automatic update of presence on rejection of work assignment

  • Article

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

You can enable agent presence to be updated automatically to Do not disturb when agents reject an incoming notification for a work assignment. No new tasks are assigned when agents reject notifications for incoming chat requests. Also, a message indicating that the agent presence has been changed is displayed at the top of the agent dashboard. Agents can reset their status by using the reset presence option that's displayed with the notification, or by manually changing their status.

Important

  • Work items will continue to be routed to the agent if Do not disturb is an allowed presence in the workstream. More information: Create workstreams for unified routing
  • Automatic change of agent status when agent rejects a notification is not supported in Omnichannel for Customer Service on Unified Service Desk.

Enable automatic update of agent presence

  1. In Dynamics 365, go to one of the apps, and perform the following steps.

    1. In the site map, select Workspaces in Agent experience.
    2. On the Workspaces page, select Manage for Notification templates.

  2. On the Omnichannel Configuration page, select the Agent Reject tab.

  3. Set the Change agent status to "Do not disturb" after a notification is rejected toggle to Yes. The Status name and Status description settings appear.

  4. Select Save.

Enable agent reject notifications.

See also

Manage notification settings and templates
View notifications