Been playing around with the Dynamics 365 Customer Service Trial account to confirm it has the functionality we need before we migrate over.
Our current issue is handling the customer call through the Voice Channel when either 1) the only available agent online rejects the call, 2) they don't pick up the call in time or 3) there are no available agents online during Office Hours. Consequently we added the following to the Queue Overflow handling (since we're using the Trial, it's specifically the "Fallback Demo - Voice" queue) but run into the same behavior -
1. if Average wait time is > 0.5 minutes, forward to an external number - the info link indicated it's calculated off of a minimum 50 calls over the last 48 hours which we may not always get (especially including weekends) and may also be why it doesn't kick in with my recent testing (?)
2. if Work Item Limit exceeds 1, forward to an external number - with this setup, it sounds like subsequent calls would kick in the overflow. However the initial call is still stuck on hold (?)
We then went ahead and changed the Omnichannel Configuration so that Missed Notifications and Agent Reject would change the agent status to inactive in case that would help with at least the first two issues. However we're running into the same issue of the caller being stuck on hold.
Are these the right mechanisms for handling the use cases/issues above? Or are there other ways to handle this?
I did the above based on suggestions from a couple of other forum posts. Have reached out to their specialists on the contact page since this POC will determine whether we buy licenses, but no response as of yet. If anyone can help, that's greatly appreciated!
