Microsoft has introduced an update to Dynamics 365 Customer Service, focusing on optimizing the assignment of customer inquiries to available agents. This enhancement is designed to reduce customer wait times and improve the efficiency of service delivery.

By leveraging real-time data on agent availability, the system ensures that customer requests are promptly directed to the most suitable representatives. This approach not only accelerates response times but also enhances overall customer satisfaction.

Here’s what you need to know:

Understand presence statuses: Available means not engaged with customers, Busy is handling some work but can take more, Do Not Disturb is fully occupied, Offline is logged out or disconnected, and Away means on a break.
Set up option 1 – configure workstream presences: Set which statuses qualify reps for work by adjusting the “allowed presences” in the workstream settings.
Set up option 2 – customize assignment rules: Write static or dynamic rules—like “assign only if Available or Busy”—or match real-time presence conditions defined in the workstream.
Real-world scenario: Assign urgent chats only to Available reps using settings in the Copilot admin center for faster resolution.