Omnichannel for Customer Service - Ending the conversation from Agent screen the timer still run in the background

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Posted on by A Verma

Hi All,

Ending the chat from the CRM agent screen. I see that the chat conversation gets closed on Customer Screen.

But the chat is still enabled for Agent to post any further note for internal users based on Customer discussion. For ending this session, I need to go to the site map and close the visitor record. Please let me know if there is another way of ending the session without navigating to the sitemap.

Thanks,

Avinash

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A Verma 55 on at

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RE: Omnichannel for Customer Service - Ending the conversation from Agent screen the timer still run in the background

Thanks Fabio, this helps

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Fabio Branco on at

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RE: Omnichannel for Customer Service - Ending the conversation from Agent screen the timer still run in the background

Hi Avinash,

As far as my knowledge, at the moment it's only possible to mannualy close the sessions by selecting the X button next to the session title.

For more information around the topic, please see the Manage sessions in Omnichannel for Customer Service documentation

-> docs.microsoft.com/.../oc-manage-sessions

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