According to Chat-GPT:
Omnichannel requires separate workstreams for each channel that is used:
Yes: In Omnichannel for Customer Service, each channel (like chat, SMS, email, etc.) requires its own workstream to manage conversations and routing properly.
When an Omnichannel agent reaches capacity, the agent status shows as available:
No: When an agent reaches their defined capacity limit for handling cases or interactions, their status typically changes to indicate they are unavailable for additional work until they free up capacity.
Call assignments are automatically set to round robin and cannot be changed:
No: Call assignments can be customized. Although round robin is one method of assignment, other options like pick or pull models can be configured depending on the organization’s needs.
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The workstream can belong to multiple channels of the same type, like multiple chat channels.
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https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams
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