Agents not receiving calls in Omnichannel Voice – Dynamics 365 Customer Service

Recently we saw a few of our agents were not receiving the calls/notification for incoming conversations. Apart from checking the Routing Diagnostics, we can refer to the Omnichannel Ongoing Conversation Dashboard (available for the Omnichannel Supervisor role) In our case, we realized that the ongoing conversation was in Wrap-up status for the agent. And also … Continue reading “Agents not…

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Agents not receiving calls in Omnichannel Voice – Dynamics 365 Customer Service

Recently we saw a few of our agents were not receiving the calls/notification for incoming conversations. Apart from checking the Routing Diagnostics, we can refer to the Omnichannel Ongoing Conversation Dashboard (available for the Omnichannel Supervisor role) In our case, we realized that the ongoing conversation was in Wrap-up status for the agent.

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