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Ability to push a work item directly to agent inbox without prompting the agent to accept/Reject

Jason Kirbie on 3/2/2023 7:46:51 PM

This needs to be configurable so that business had a choice to enable/disable the push setting for accept/reject.

Category: Unified Routing- Route to Queue
STATUS DETAILS
Completed
Ideas Administrator

Administrator on 3/27/2023 11:57:57 AM

Hello,

This capability is available with the setting mentioned in this documentation - Enable conversations to be assigned automatically in Omnichannel for Customer Service | Microsoft Learn.

Thanks,

Prathmesh Todakar

Product Manager, Microsoft