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2Hi all,
In our Dynamics 365 Contact Center setup, we use Copilot Service Workspace with a Pick-only email workstream. We've noticed that when an agent picks an email, their presence status immediately switches to "Do Not Disturb", which prevents them from receiving incoming chats or voice calls.
This behavior is problematic because:
Emails are asynchronous and shouldn't block real-time channels.
The agents are still available for chat and voice, but the system treats them as unavailable.
We've confirmed:
The email workstream is set to Pick mode.
Capacity profiles are configured correctly.
"Do Not Disturb" is not listed in the allowed presence statuses for chat and voice workstreams.
Agents manually set their status to "Available," but it reverts to "Do Not Disturb" after picking an email.
Is there a way to prevent this automatic status change when picking emails? Ideally, picking an email should not affect the agent's presence for other channels.
Thanks in advance!
—Ashley
Solution Architect
In our Dynamics 365 Contact Center setup, we use Copilot Service Workspace with a Pick-only email workstream. We've noticed that when an agent picks an email, their presence status immediately switches to "Do Not Disturb", which prevents them from receiving incoming chats or voice calls.
This behavior is problematic because:
Emails are asynchronous and shouldn't block real-time channels.
The agents are still available for chat and voice, but the system treats them as unavailable.
We've confirmed:
The email workstream is set to Pick mode.
Capacity profiles are configured correctly.
"Do Not Disturb" is not listed in the allowed presence statuses for chat and voice workstreams.
Agents manually set their status to "Available," but it reverts to "Do Not Disturb" after picking an email.
Is there a way to prevent this automatic status change when picking emails? Ideally, picking an email should not affect the agent's presence for other channels.
Thanks in advance!
—Ashley
Solution Architect
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