Now that we’ve set up and assigned Omnichannel security role/s for the users in the system who need access to Omnichannel (https://thecrm.ninja/omnichannel-for-dynamics-365-security/), and seen how queues work (https://thecrm.ninja/omnichannel-for-dynamics-365-queues/), we’re going to look at how we manage users and the various pieces of information for them.
To do this, we need to be in the Omnichannel Administration application (accessed through the Dynamics 365 navigation bar), and select the ‘Users’ option under ‘Queues & Users’
If you hover over a user, you get a quite useful little window, showing their status and some details
Double clicking on the user will open up the system user record. The important thing to note is that there’s now an ‘Omnichannel’ tab available.
From here, it’s possible to set the users default presence (such as Available, DND, Busy, etc – you’re able to add new entries to this list) and capacity.
Capacity is a sort of loose term. Essentially (as we’ll cover in another post) it’s possible to set up different enquiry types. Each enquiry type will have a capacity against it, based on how complex you think it’ll be. So for example checking an order may have a lower capacity set against it than someone dealing with a damaged item.
Capacity is used with routing rules (which will also be covered in another post). When a communication channel is opened up, the system will check to see which agent/s are showing as available, and of those agent/s, which one/s have available capacity for the session (as they may be already dealing with other sessions at the same time).
You’ll also be able to see a list of the Queues that the user has been assigned to.
What you’ll now do is add a Bookable Resource record for the user. What is this exactly?
A bookable resource is anything that can be scheduled. Field Service uses this as well, usually covering people, equipment, and physical spaces (facilities). Each resource can have different attributes that distinguish it from others, including but not limited to:
- Characteristics (eg Accounting)
- Categories (eg Manager)
- Territories (eg United Kingdom)
- Organisational Unit (eg Customer Service)
- Location (eg London)
- Resource Type (eg User)
Omnichannel uses scheduling to know which users are available, assigned to specific queues, etc. Due to this, we need to create this ‘Bookable Resource’ record (which is unique – you can only have one of these for each user!).
To create this, scroll down the page, until you get to the ‘Skills Configuration’ section. Here you should click the menu ellipse, and select ‘New Bookable Resource’.
This will open the ‘New Bookable Resource’ window. Leave everything as it is, and just fill in the ‘Name’ field with the name of the user
Click the save button on the menu bar, and it’ll then take you back to the user record. Well done! You’ve now created the Bookable Resource record for the user.
In the next section, we look at how to start setting up Skills – https://thecrm.ninja/omnichannel-for-dynamics-365-skills-part-i/
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