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Agents not receiving calls in Omnichannel Voice Dynamics 365 Customer Service

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#agentnotifications

#capacityprofile

#omnichannel

#ongoingconversationdashboard

#routingdiagnostics

Dynamics 365 Customer Service

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Apr 13, 2023

Published date

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AI Summary

  • The article discusses the issue of agents not receiving calls or notifications for incoming conversations.
  • It mentions that apart from checking the Routing Diagnostics, the Omnichannel Ongoing Conversation Dashboard can be referred to for troubleshooting.
  • The article explains that in the case mentioned, the ongoing conversation was in Wrap-up status for the agent, which prevented them from receiving notifications.
  • It states that the agent can be asked to close the session correctly or as a supervisor, the conversation can be force closed from the Omnichannel Ongoing Conversation Dashboard.
  • The article provides the steps for force closing a conversation.
  • It concludes with a statement of hope that the information provided is helpful.
  • The article includes advertisements and options to share it through various platforms.
  • The article is related to Microsoft business applications, specifically the Omnichannel feature within Dynamics 365.

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