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

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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,

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Suggested answer

RudyZhang Microsoft Employee on at

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

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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RudyZhang Microsoft Employee on at

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

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