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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to lower the syste...
Service | Customer Service, Contact Center, Fie...
Answered

How to lower the system wait time for the System to consider that an Agent is offline?

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Posted on by Community member 20
Hi,
 
I was wondering if this wait time as shown in the screenshot for the official presence status documentation from Microsoft can be lowered.
 
Lets say we want the system to consider that someone is offline after only 1 minute in, is that possible to modify? Or are there any known alternatives?
 
 
Thanks,
I have the same question (0)
  • Verified answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    We have analyzed your requirements, but unfortunately we are not able to change this setting within the out-of-the-box functionality.
     
    The official documentation at the link below says "If the agent is inactive for less than 2.5 minutes, the system will retain the manual override state".
    FAQ about Omnichannel for Customer Service | Microsoft Learn
     
    If you would like to change this feature based on the product design, you can either use a third party add-on or contact Microsoft's technical support specialists using the link below.
    https://admin.powerplatform.microsoft.com/support
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    May I ask if your mention has been resolved?
    I've raised an Idea for you, you can use the link below to check the progress of the Idea and we'll keep an eye on the poll results for you.
    https://experience.dynamics.com/ideas/idea/?ideaid=35cac0b2-3e5b-ee11-a81c-0022484c1d83
     
    Best Regards,
    Rudy Zhang

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