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Any idea on how we can assign cases to agents on the basis of their current status, like if available, DND and away.
Suppose a new case is created, it should automatically route to an agent according to their availability based on selected product. The respective case should be assigned whether his status available or DND or Away.
It should not assign when his status is offline.
We have created queue on omnichannel admin center app, we need to know how we can configure the case assigning flow according to status.
Hi Shrutika patil42,
As per your problem statement, I do not think it is not possible by using any OTB solutions. You may need to go/develop any custom solution.
Power Platform/Customer Engagement Developer/Lead/Solution Architecture/Project Manager
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