Service | Customer Service, Contact Center, Fie...

Agent presence automatically changes to 'online' when consulted

(1) Share

Report

Posted on by Community member

Hope to find someone who's familiar with the following issue and knows what to do about it:

In our organization we've recently started using Microsoft Customer Care Voice for out customer contact. In the team where we've started we've got like 30 people working in customer care. However they are not dedicated call agents, but also do a lot of other stuff like e-mail, back-office etc. There are two to four people available for incoming calls at the same time. These agents set their presense to online which makes that calls are offered to them. Other colleagues have their presence set to admin, mail or whatever.

The problem however is that when an agent working on a call transfers the call to another colleague (working e-mail for example) or even consults this person, his/her status automatically changes to online after the consult/transfer. Result is that the next call in the queue is directly offered to this colleague and he can do no more than wait it out for 40 seconds until the call goes to the next colleague or back in the queue. This is obviously very annoying for customers, but also messes up reporting and frustrates colleagues.

I have the same question (0)

All responses (3)

Answers (0)

Community member 3 on at

Like (0)

Report
Copy link

Link copied!

Hi

We have same problem. We are using MS call.

Aside. Another issue. Agent would like to take a short break or lunch break. After completing the call the agent changes its status to lunch (away) when call handling(wrap-up) is finished agent closes the conversation then system changes "away" status to "available". Then, the next customer in the queue is directed to that agent who wishes to take a break.

In other words, if there are customers waiting, the agent can't take a break without rejecting an incoming call.

Was this reply helpful? Yes No
Ward010 71 on at

Like (0)

Report
Copy link

Link copied!

Hi,

Regarding statuses being automatically reset the following is present in the documentation (https://learn.microsoft.com/en-us/dynamics365/customer-service/use/oc-manage-presence-status):

When agents manually set their presence to "Available" or "Busy", the status persists until they accept a new conversation or close an in-progress conversation. The system recalculates the new presence based on capacity utilization. The currently assigned work items remain assigned.

I suppose the statusses "Admin", "Mail",... are custom onces related to the "busy" base status? If so I would think it can be resolved by relating them to "Away" or "DND".

The reset from lunch breack I would not except when reading the documentation if is is related to the "Away" base status.

Was this reply helpful? Yes No
Suggested answer

Community member 6 on at

Like (0)

Report
Copy link

Link copied!

Thanks Ward010,

We've looked at this workaround before hoping to solve the issue. The problem is however that agents can't consult - or transfer to agents being Away or DND. Maybe we've overlooked something?

Was this reply helpful? Yes No

Join the conversation

Community site session details

Agent presence automatically changes to 'online' when consulted

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2025 Community Spotlights

Congratulations to the February Top 10 Community Leaders

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

Featured topics

Product updates

Community site session details

Agent presence automatically changes to 'online' when consulted

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2025 Community Spotlights

Congratulations to the February Top 10 Community Leaders

Subscribe to this forum!

Select categories

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

Featured topics

Product updates