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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Failed to push to agen...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

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

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Posted on by Community member 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?
 
I have the same question (0)
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    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
     
     
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    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
    Community member Profile Picture
    Community member 3 on at
    Hi, the issue have been resolved, thanks for the advice very much

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