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Hi All,
Anyone that can help me pls, I set up a power virtual agent bot, created the bot queue and agent queue. All was fine and good, I was able to send an Instant message to an available agent, with the availability of Agents showing in the Omnichannel customer service App, but then this week, the agents availability stopped showing, I have used the Microsoft troubleshooting guidelines, but all to no avail to getting it to work. The App looks like this:
Can anyone help me, please?
Hope your problem can be solved, as well as share the solution if possible.
Hello Leah,
I have exhausted all the options above before posting the issue on here, I have now raised a ticket with Microsoft, and it is being worked on.
Thanks for your reply.
Hi partner,
Firstly, you can check it as Microsoft document:
https://community.dynamics.com/365/b/the-crm-ninja/posts/omnichannel-agent-presence-not-loading
Or you can enable the presence indicator by just upgrading the omnichannel for Customer Service (Dynamics 365 App).
You can follow this approach to update the Omnichannel for Customer Service. It usually takes time to update & reflect on the CSW App.
https://docs.microsoft.com/en-us/dynamics365/customer-service/upgrade-omnichannel
In case you don't see the presence indicator in 15 minutes, just clear up your browser cache, check if you have omnichannel agent role & then you would be able to see the presence indicator.
Regards,
Leah Ju
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