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I am building a customer service environment with a chat workstream, I have added a routing rule that takes all incoming messages & routes to the appropriate agent queue, but I do not receive a notification in customer service view when a new chat comes in (I am both the Omnichannel Administrator & Agent in this scenario). Any ideas on what the issue might be? My agent does not show a status so I believe this may be related to why the chat is not coming in. Thanks for any assistance!
Also, I have confirmed all of the steps listed here: https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service for what to do when status shows as unknown, the default presence is set & all other troubleshooting tips were validated.
Please see below what agent status looks like:
I needed to use an incognito browser to access the user agent account, my other Azure accounts that were signed in were causing an error that resulted in the unknown status. Moving to the incognito browser & only signing into one account allowed me to have a live status & receive chats.
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