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Omnichannel different distribution method

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Posted on by k.karagiannnis

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 on at

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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.

Regards,

Leah Ju

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

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shil012 40 on at

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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

Hope this helps.

Thanks

shilpa

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

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