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View agent dashboard and agent work items

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

When you first sign in to Unified Service Desk, you see the Omnichannel Agent Dashboard page of Omnichannel for Customer Service. This page provides a multi-stream view of conversations. Here, you can view the conversations that you're actively working on, conversations that are available for you to pick from the queues and conversations that you've completed during the last 24 hours.

The Home button on the Session tab provides quick navigation to the Omnichannel Agent Dashboard page. When you select this button, the dashboard appears on the Application Management tab.

The Omnichannel Agent Dashboard page consists of the following stream:

  • My work items

  • Open work items

  • Closed work items

Omnichannel for Customer Service agent interface.

My work items

In the My work items stream, you see all the conversations (work items) that you're actively working on. Select the ellipsis button (...) for a conversation, and then select Open to open the conversation as a session on the Session tab.

Open work items

In the Open work items stream, you see all the conversations that are in the Open state and are available for you to pick. Conversations (work items) are shown for all the queues where you're added as a member. Select the ellipsis button (...) for a conversation (work item), and then select Pick to assign the work item to yourself. When you select Pick, the system moves the conversation (work item) from Open work items stream to the My work items stream, and you can see the following message: Work item picked successfully. Work item: < Subject of the work item >.

Closed work items

In the Closed work items stream, the stream refreshes and shows you all the conversations that you've closed in the past 24 hours. To view a closed conversation (work item), select the ellipsis button (...) for it, and then select Open to view the details.

Next topic: Create a record

See also

Introduction to the agent interface in Omnichannel for Customer Service