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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel different ...
Service | Customer Service, Contact Center, Fie...
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Omnichannel different distribution method

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Posted on by k.karagiannnis 40
Hi to all,
Can we have a different work distribution method (push - pick) for different queues in the same workstream? For example, I would like in the Facebook workstream to have the default messaging queue with push method and another queue where the agent can transfer the chats for someone else (or myself) to pick them later.
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  • Community Member Profile Picture
    Community Member on at

    Hi Kostas,

    From the screenshot, one work stream can only set work distribution mode once.

    And once with work stream is saved you cannot change the distribution mode.

    pastedimage1626158259477v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Suggested answer
    shil012 Profile Picture
    shil012 40 on at

    Hi,

    The Work distribution mode can only be assigned when the workstream is initially created. After the distribution mode has been saved, it cannot be changed. If it needs to be changed, a new workstream would need to be created with the specific distribution mode defined. Go through this documentation about work distribution docs.microsoft.com/.../3-work-streams

    pastedimage1626175101009v2.png

    pastedimage1626173152751v1.png

    Hope this helps.

    Thanks

    shilpa

    website: https://www.dynamicslabs.io/

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