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view notifications for chat and calls in Omnichannel for Customer Service

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Posted on by jeffgreenrc

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Hi,

We are using Omnichannel for Customer Service solution. Currently, users are not able to see any missed chat or missed calls.

Is there a way to extract this information from or is there any configuration we need to perform so that customer service can view missed notification.

The idea is to make sure customer service, response back if they missed the chat or the call.

Thank you

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Dynamics 365 Customer Service

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PhillipsB 102 on at

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Hi,

The good news is that there are a few things you can do to ensure missed notifications are properly tracked and displayed.

First, make sure Omnichannel notifications are properly configured in your settings. There’s a specific setting for missed interactions, and if it's disabled, the system won’t show them. In the Omnichannel Administration settings, there should be options for Missed Chats and Missed Calls. Ensure those are turned on for all relevant channels.

Additionally, you may need to configure Workstream settings. In some cases, missed notifications need to be configured for the specific workstreams you're using. Double-check that missed interactions are being logged and that they’re not being overlooked by your routing rules.

If everything’s set up correctly, agents should be able to see missed interactions in the Omnichannel widget. You can even use the Omnichannel for Customer Service Reporting feature to pull reports on missed chats and calls, which can help you track trends over time.

Hope this helps!

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jeffgreenrc 255 on at

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Is there any table we can look to find missing notifications for any channel?

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KristineRisberg 38 on at

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I don't agree with PhillipsB's answer. There is no way to see "missed interactions in the Omnichannel widget." It's unclear what this even refers to. Perhaps it could be detailed?

You can extend the Omnichannel realtime analytics report to list calls missed based on the attributes of abandonment, or calls offered vs handled.

You can also create a Dynamics dashboard to list all chats/calls with a closed state based on the value in Active Agent and Active Agent Assigned On. This would, however, need to be modelled differently depending on if you have a frontline Copilot agent handling the first session before conversation is escalated to CSR. You could then exclude your bot users from the views.

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