If agent is offline how to alert an agent when customer is waiting

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Posted on by dynamics general forum

Hi ,

We have a scenario that when Bot escalates to human/agent if agent is offline, We need to send an automated email/Notify to agents that customer is waiting for response.

How to do that

Thanks,

Sai

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Leco Lv on at

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RE: If agent is offline how to alert an agent when customer is waiting

Hi partner,

I guess your question is related to offline survey, there may be no functions to achieve your needs for the time being. When the agent is offline and not responding. The system will automatically set the status to inactive, and the agent will not continue to receive new tasks.

Please refer the links:

offline survey:

https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/385190/does-omnichannel-for-customer-service-support-offline-chat-and-post-chat-capability

View notifications:

https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-notifications

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