Skip to main content

Notifications

Announcements

No record found.

Customer Service forum
Suggested answer

Failed to push to agent, conversations stuck at unassigned conversations in omnichannel

Posted on by 30
Hi all, I am playing around omnichannel environment and wish to experience the chat between the bot and agent.
 
When I send talk to agent in the Power Virtual Agent, it should be transfer me to an agent which I can accept the request from the workspace. 
 
However, it does not push the request to my workspace and it is stuck inside unassigned conversations like below. Does anyone know how to fix this?
 
Categories:
  • Suggested answer
    Failed to push to agent, conversations stuck at unassigned conversations in omnichannel
    Hi, the issue have been resolved, thanks for the advice very much
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Failed to push to agent, conversations stuck at unassigned conversations in omnichannel
    Hi,
     
    Has the issue been solved?
    Have there been any updates? Please feel free to ask me if you have any questions!
    If it has been resolved, can you mark the response as an answer?
     
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Failed to push to agent, conversations stuck at unassigned conversations in omnichannel
    Hi,
     
    In my testing, I am the only user in the workflow's fallback queue, and my omnichannel capacity is 30.
     
    Work items are distributed based on capacity, with each work item taking up 30 capacity. This means I can only do one work item at a time.
    Only when a work item is done, the capacity is released and can be assigned the next work item.
     
    So when I am working on a work item, incoming a work item at this point results in the same situation as yours.
     
    The second situation.
    There are currently no work items, but each work item consumes more capacity than the user has.
    In this case, your situation is also encountered.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me .
     
    Best Regards,
    Dengliang Li
     
     

Helpful resources

Quick Links

Replay now available! Dynamics 365 Community Call (CRM Edition)

Catch up on the first D365 Community Call held on 7/10

Community Spotlight of the Month

Kudos to Saurav Dhyani!

Congratulations to the June Top 10 community leaders!

These stars go above and beyond . . .

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 288,768 Super User

#2
Martin Dráb Profile Picture

Martin Dráb 225,985 Super User

#3
nmaenpaa Profile Picture

nmaenpaa 101,148

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans