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Dynamics 365 Omnichannel for Customer Service: Queue Operating Hours

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Posted on by D365EL

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Hello Community,

In Omnichannel, when working with record type channel for examples Cases, if I set operating hours on the Queue, and if I use the "Push" distribution in the workstream, is there a way to prevent the system to push the case (the work item) to the agent if the agent login to Omnichannel outside of the Queue's working hours? In my testing, it appears as soon as the agent logins, the system will attempt to push the case record to the agent, even if it's outside the working hours, because maybe the system is thinking the agent has signed in and is now available to take on work. Is there any way around this? What if the agent just wanted to sign in to take a look at something but is not ready to take on work since it's not within the operating hours yet, and we don't want the agent to see the work item being pushed to him during this non-working hour period?

I have tried looking into the custom assignment area on the queue, but I could not find anything I could configure there that would only push out the work item if it's during the Queue's working hours.

Any ideas?

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Sayen Zhang Microsoft Employee on at

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Hi partner,

Yes, I am afraid it is not available for now to stop pushing case to the agent when logins out of queue's working hours.

We can only set work distribution in workstream to control cases allocate to agents within a queue.

However, you can create a new idea through the below URL, then ask your colleagues to raise up the votes.

Ideas (dynamics.com)

Our product team has direct visibility of these ideas and they will implement it on the basis of the highest number of votes received.

Best Regards,

Sayen Zhang

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markjacobsen 10 on at

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Wouldn't the agents presence status and a default initial presence status stop the case from routing?

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D365EL 311 on at

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Hi Mark,

This is a tricky scenario, because the same agent will need to be assigned to 2 different queues. One queue is to serve customers in EST time zone, and the other queue to serve customers in PST time zone. The agent's presence status and default initial status will be available to serve customers in both queues. The tricky requirement is that if an incoming work item from a PST customer arrives outside of the PST working hours, the work item should be in some kind of waiting stage, and not being pushed out to the agent.

Based on all my research, it seems this is not possible.

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