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

Posted on by 25

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

  • Suggested answer
    Leco Lv Profile Picture
    Leco Lv on at
    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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