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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?
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.
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.
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
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