Configure additional options
When you create the workstream, some basic work distribution settings are preconfigured based on the initial options you selected. After the workstream is saved, you can modify the distribution settings based on your needs. For example, initially work items coming in on a workstream might consume 30 of an agent’s capacity. You can change it to 20 so agents can handle more work items.
Some of the options you can modify include:
Capacity - Specify how you want to block off capacity for the conversation.
Auto-close after inactivity - Define how much time can elapse before a conversation is moved from the Waiting state to the Closed state because of inactivity.
Block capacity for wrap up - Define if you want to continue to block the agent’s capacity while they're wrapping up the conversation. For example, you might want to continue blocking the agent’s capacity for 5 minutes after the conversation is ended to give the agents time to finish their notes.
Allowed presences - Specify which agent presences statuses work items coming from this workstream can be assigned to agents. For example, setting this status to Available or Busy means that if an agent’s presence is set to either Available or Busy and when they have available capacity, they can be assigned items from this work stream.
For more information on work distribution settings, see Work distribution settings.
Route social conversations
As social work items are processed by a workstream, the next step is to route the incoming work items to the appropriate queue to eventually assign it to an agent. You must create a work classification and route it to queue rules.
Work classification - Define rules to add detailed information to incoming work items that can be used to route and assign the work items optimally. For more information on work classification, see Configure work classification rulesets for unified routing.
Route to queues - Sends work items to the appropriate queue. For example, you can create a routing rule that routes any case where the Service Level on the case is set to Gold to send to the Gold queue. For more information on routing, see Configure route-to-queues and ruleset and rules.
Other Settings
Every workstream that you create will have additional options that you can use to tailor the behavior of the workstream. For example, you might decide to first direct customer to a bot that can assist them in troubleshooting a problem. If the bot isn't able to help the customer, it can be escalated to a live agent for action.
For each workstream you create, you can change the following settings:
Sessions - Defines which session template should be used by default for work items coming from this workstream. Initially any Social workstream is set to use the Social Session – Default session template. For more information, see Session Templates.
Bot- Specifies the bot that you want all incoming work items on this workstream to be routed to first. If needed, the bot will transfer customers to the right queues to speak to human agents. Learn more about Integrating Microsoft Copilot Studio..
Agent notifications - Allows you to specify the notification templates this workstream will display to agents in different scenarios, such as incoming conversations. For more information, see Notifications..
Context variables- Defines the context variables that can be used to enrich conversations and help routing conversations. For more information, see Context variables.
Smart assist bots- Specifies the Smart assist bot to be used by this workstream to assist agents as they're working on items. For more information, see Smart assist bots.
Quick replies- Defines any quick reply messages that will be used by this workstream. For more information, see Quick replies..