Synchronize service rep availability across platforms with presence APIs 

In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems. 

Dynamics 365 Contact Center provides presence synchronization APIs for server-to-server synchronization. These APIs allow for programmatically accessing and updating the status of service representatives, subscribing to presence change events, and maintaining consistent status updates across platforms. This ensures that service rep availability is accurate across all systems.  

To understand the practical application of presence synchronization APIs, let’s consider the example of Contoso Bank. Contoso Bank has developed a collaboration application for their bank managers who handle priority customer calls in Dynamics 365 Contact Center but also need to use the collaboration tool for internal communications. By leveraging the presence synchronization APIs, Contoso Bank can synchronize the availability of managers between the collaboration tool and Dynamics apps. This ensures that when a bank manager is on a call, their status appears in the collaboration tool, preventing any interruptions or overbooking. 

Presence APIs offer several key benefits to enhance your contact center operations: 

• Access and update presence status: Programmatically access and update the presence status of service representatives in Dynamics 365. This ensures their availability is accurate across all systems. 

• Avoid overbooking: Synchronize presence status to prevent service representatives from receiving multiple tasks simultaneously. This helps to avoid overbooking and potential service disruptions. 

• Cross-platform synchronization: Maintain consistent service representative status updates across platforms. 

How does it work? 

Presence APIs provide several methods to manage service representative availability: 

• Get presence: Retrieve the current presence status of a service representative. 

• Modify presence: Update the presence status of a service representative. 

• Subscribe to presence changes: Subscribe to presence change events to receive real-time updates. 

Learn more about presence APIs

To learn more, read the documentation: Synchronize service representative presence status across multiple systems | Microsoft Learn 

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