Skip to main content
Dynamics 365 Community / Forums / Customer Service forum / If no agents are conne...
Customer Service forum
Suggested answer

If no agents are connected, then... ?

editSubscribe (1) ShareShare
ReportReport
Posted on by El_Nicos 2
Hello everyone,
 
I'm working on a Copilot that transfers the chat to agents in Customer Service. However, I would like to manage what happens if no agents are connected. Is there a way for the Copilot to know that and react based on this ? (ex. If no agents are connected, fill out a form to create a case, etc.).
 
Thanks for your help :)
Categories:
Queues and Routing
Omnichannel
Case Management
Attachments
  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    If no agents are connected, then... ?
    Hey!
     
    There is much more going on previously.  The bot must probably be connected to a Workstream that will also have some queues and routing enabled.  So what to do when you have all agents in the queue "not available"? Well, you can configure Overflow conditions https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-overflow.  Basically, you can implement some logic so if you exceed a certain number of workitems in queue:  Let's say you have 5 agents configured to receive 3 conversations each, so the number of items in queue should be 15/16 max.  As per documentation you can 
    - Transfer to another queue that has no Agent, but a different Bot, that will ask the customer some questions and will generate the Case automatically
    - End the call
     
    Regards,
     
    ******
    I hope this answer has helped you solve your problem. If you are satisfied with it, please consider marking it as the excellent answer by clicking on the green check mark below. This will help other users who have similar questions find the best solution.
     Thank you for your feedback!
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    If no agents are connected, then... ?
    Hi,
     
    According to the official documentation.
    Preconfigured automated message triggers
    If there is no agent connected, the relevant automated message is displayed to the customer.
     
     
    Best Regards,
    Dengliang Li
     
     
     

Helpful resources

Quick Links

New Blog Features Released!

Check out the new community blog features for viewers and authors…

Setting Up Knowledge Sources for Copilot…

Look at how configuring a comprehensive knowledge base is crucial…

Demystifying Copilot with Georg Glantschnig…

Industry experts answer burning questions directly from our amazing Community…

more Community News

Leaderboard

#1
Andre Arnaud de Calavon Profile Picture

Andre Arnaud de Cal... 283,176 Super User

#2
Martin Dráb Profile Picture

Martin Dráb 222,727 Super User

#3
nmaenpaa Profile Picture

nmaenpaa 101,138

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans