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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics 365 Omnichann...
Service | Customer Service, Contact Center, Fie...
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Dynamics 365 Omnichannel for Customer Service: Failover Queues

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Posted on by D365EL 311

Hello Community,

Does anyone know how we could handle a scenario in Omnichannel where no agents are available to accept incoming chat requests in a queue? Specifically, if the network connection is down for a particular call center, is it possible to route that chat to another different queue for another call center to pick up? It's similar to a failover scenario where if the primary queue is not available, we would like to route the chat request to the secondary queue. Is this scenario supported in Omnichannel for Customer Service?

Any insights would be appreciated.

Thank you!

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  • Vinoth Balasubramanian Profile Picture
    Vinoth Balasubramanian Microsoft Employee on at

    At present you cannot route a chat workitem to another organization, however you can enable this scenario within an organization, say you want a Bot to handle chat request when there are no agents are available.

    Option 1: Leverage agent/bot Capacity (highest capacity) to prioritize the routing behavior.

    Configure both your agents and bot as members in same queue, agents with higher capacity and bots with lower capacity, so that whenever an agent is available and with capacity it will route to agents. If there are no agents available or when agents are full on capacity, then it will route to bot.

    Configure the assignment method as 'Highest Capacity'

    Option 2: Configure Custom Assignment Method and Prioritization Rules

    Create a new custom assignment with below prioritization rules

    • Rule 1: keep eligibility criteria as agent = application user, presence = workstream.allowed presence
    • Rule 2 – keep eligibility criteria as agent = bot application user

    Assignment Method Reference: docs.microsoft.com/.../assignment-methods

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