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CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.
The request is to add a switch (similar to what parature had) to enable CSRs to set their availability.
STATUS DETAILS
Completed
Administrator on 3/30/2023 10:06:46 AM
Thank you for your feedback.
This is generally available as part of Omnichannel presence. Please check this documentation for reference - Manage presence status in Omnichannel for Customer Service | Microsoft Learn
Sincerely,
Prathmesh Todakar,
Product Manager, Microsoft