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 as we had a work item limit of 1 along with assignment blocking defined through the capacity profile for that agent, the agent wasn’t receiving the incoming notifications.
So here we can ask the agent to close the session correctly.
Or as a supervisor, we can force close the conversation from the Omnichannel Ongoing Conversation Dashboard.
Force Close-
Hope it helps..
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