Prevent Consult/Transfer to Agents Already on Active Voice Calls in Dynamics 365 Omnichannel
Problem Statement:
Agents currently appear available for Consult & Transfer even when they are already on a voice call. This leads to:
- Misrepresented presence in the consult pane.
- Failed transfer attempts.
- Skewed reporting metrics.
- Poor...
STATUS DETAILSNew