Manage users in Omnichannel for Customer Service

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.

All users who are assigned the Omnichannel administrator, Omnichannel supervisor, or Omnichannel agent security role are enabled to use Omnichannel for Customer Service.

For more information on how to create users and assign security roles, see Assign roles and enable users for Omnichannel for Customer Service.

Manage a user in Omnichannel for Customer Service

  1. In the site map of Omnichannel admin center, select Users under General settings. If you're using the Omnichannel Administration app, select Users under Queues & Users.

  2. In the Omnichannel Users view, double-click a user in the list.

  3. Select the Omnichannel tab.

  4. Specify the following in the user page.

    Section Field Description Example value
    User Details Capacity If capacity units is configured, allocate a value that indicates the capacity of the agent. For information: Capacity. 100
    User Details Default Presence Assign a default presence status for agent. This is the status that the agent is logged in with, in the Omnichannel for Customer Service app.
  5. Select New Bookable Resource under the Skills Configuration section. The New Bookable Resource page appears.

  6. Do the following:

    1. Specify the name of agent in the Name field.

    2. Select Save. The Work Hours tab is enabled.

    Important

    To add the work hour for a bookable resource, universal resource scheduling must be available in your organization. Universal resource scheduling is available with Dynamics 365 Field Service, Dynamics 365 Project Service, or Dynamics 365 Service Scheduling. More information: Overview of Service Scheduling

    1. You can update the existing work hours or create work hours for the user.

    2. On the Omnichannel tab of the Bookable Resource page for the user, select New Bookable Resource Characteristic.

    3. In Skill Name, search for and select a skill.

    4. In Rating Value, select the rating value that the user has on the skill.

    5. Save and close to return to the Omnichannel tab of the User page.

  7. If capacity profile is configured, in the Capacity area, select Add Existing Capacity Profile, and select a profile in the list.

Default presence

Capacity

Capacity is the arbitrary scale that you choose and set for each of the work streams corresponding to the channels. The capacity assigned to the agent must be a multiplier of the capacity unit that you have defined for the associated work stream. Check the capacity unit defined for the work streams to determine the value that must be assigned to your agents. For example, if the capacity unit is 1 for a workstream and you want an agent to be able to take up to 3 conversations simultaneously, the capacity that you assign to the agent should be 3 units. Similarly, if your capacity unit is 5 for the work stream and you want the agent to be able to take up to 3 conversations simultaneously, you should assign 15 units as the capacity for the agent. You can also define capacity profiles. However, we recommend that you use either capacity units or capacity profiles in your environment and not both. More information: Create and manage capacity profiles.

See also

Work with queues in Omnichannel for Customer Service
Configure and manage presence status
Role personas for unified routing