Manage users in Omnichannel for Customer Service

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

All users who are assigned the Omnichannel Administration, Omnichannel supervisor, or Omnichannel agent security role are enabled for Omnichannel and become Omnichannel users.

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

Navigate to Queues & Users > Users to view the list of Omnichannel users in the Omnichannel Users view.

Omnichannel users

Manage a user in Omnichannel

  1. Sign in to the Omnichannel Administration app.

  2. Select Users under Queues & Users.

  3. Double-click on a user from the list. For example, Kenny Smithis the user (agent).

  4. Select the Omnichannel tab.

  5. Specify the following in the user page.

    Section Field Description Example value
    User Details Capacity Allocate capacity to agent. 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 app.
  6. Select + New Bookable Resource under the Skills Configuration section. The New Bookable Resource page appears.

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

  8. Select Save.

Default presence

See also

Work with queues in Omnichannel for Customer Service

Configure and manage presence status