Enable Presence Indicator for Customer Service Workspace

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Posted on by Pratiksha Panchbhai Microsoft Employee

How can we enable Omni presence for CSW

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Community Member on at

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Hi Pratiksha,

By default, the presence will show automatically after opening CSW.

If it is not show up, you can configure it as following link provide:

https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-omnichannel-customer-service#user-presence-isnt-loading-or-its-showing-unknown-

(+) Omnichannel Agent Presence Not Loading - Microsoft Dynamics 365 Community

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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Pratiksha Panchbhai Microsoft Employee on at

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We can enable the presence indicator on CSW by just upgrading the omnichannel for Customer Service (Dynamics 365 App).

In my case direct updating from the Dynamics 365 App failed, so I followed this approach to update the Omnichannel for Customer Service. It usually takes time to update & reflect on the CSW App.

Approach : docs.microsoft.com/.../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

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Nishant Rana 11,325 Microsoft Employee on at

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This should help we have documented the steps we had to follow - nishantrana.me/.../

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