Omnichannel for Customer Service – Change Agent Presence
In Microsoft's Omnichannel for Customer Service, agents can manually change their presence/status, but what if you want to quickly change the status of multiple agents? This article explores how to update the status of all agents using Power Automate. The author provides a step-by-step guide on creating a flow that loops through the agents and updates their presence. The flow includes actions such as listing rows from the "Agent Status" table, creating a Fetch XML query, and triggering an unbound action to modify the agent presence. The article also mentions a face-to-face Omnichannel for Customer Service training course hosted by the author.
Article 14m
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