Enable Presence Indicator for Customer Service Workspace

(1) Share

Report

Posted on by Pratiksha Panchbhai

How can we enable Omni presence for CSW

All responses (3)

Answers (1)

Suggested answer

Nishant Rana 11,325 Microsoft Employee on at

Like (0)

Report

RE: Enable Presence Indicator for Customer Service Workspace

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

Like (0)

Report

RE: Enable Presence Indicator for Customer Service Workspace

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
Verified answer

Community Member on at

Like (0)

Report

RE: Enable Presence Indicator for Customer Service Workspace

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.