Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel - End call...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Omnichannel - End call if no agent is currently available

(1) ShareShare
ReportReport
Posted on by wdsos 69

Hi.

Our client wants to let his customers know that there are no available agents at the moment and end the call. Is there an option where you can set that up? 

We know that it is possible to end the call when the customers call after the operating hours, but not if there are no available agents. So at the moment if customers call and there is no agent available, they just might be stuck in the queue forever. It's also possible that no agent is online.

Is there an option for that particular case?

  • Suggested answer
    Kristine Risberg Profile Picture
    Kristine Risberg 50 on at
    RE: Omnichannel - End call if no agent is currently available

    Hi wdsos,

    Could you use the work item limit condition in the overflow management settings?

    E.g. you have 10 agents working voice queue X. So you set the work item limit to 10. When caller #11 calls in, action "end call" is applied. You could try to use an automated message (although they're set in channel level and would apply to all queues linked to that channel) with an automated message informing the customer that all agents are busy and that they're welcome to call again. Perhaps trigger "agent couldn't be assigned to the conversation" or "direct agent not available" could apply - you'd have to test this.

    You can have multiple overflow rules, which means you can set up an additional one with prefered action (e.g. also "end call") when out of operation hours.

    Cheers,

    Kristine

  • wdsos Profile Picture
    wdsos 69 on at
    RE: Omnichannel - End call if no agent is currently available

    Could be a solution, but I don't find a trigger for my use case. It should be triggered when there is no agent online. I'm not sure how the waiting time response to such a case, when no agent is online. How will this be calculated?

    I assume that custom messages overwrite the automated messages, right? As you can configure the behavior for that channel/number and there you can set up custom messages.

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Omnichannel - End call if no agent is currently available

    Hi wdsos,

    I think automated messaging can help you solve this problem: https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-automated-message?tabs=customerserviceadmincenter

    The callback message is played for the customer when the wait times are longer than expected.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

🌸 Community Spring Festival 2025 Challenge 🌸

WIN Power Platform Community Conference 2025 tickets!

Jonas ”Jones” Melgaard – Community Spotlight

We are honored to recognize Jonas "Jones" Melgaard as our April 2025…

Kudos to the March Top 10 Community Stars!

Thanks for all your good work in the Community!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 294,312 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 233,025 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,158 Moderator

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans