API or Event to Track Interaction Acceptance and Disconnection in Dynamics 365 Customer Service Workspace

What's happening?

Is there an API or event available to detect when an agent accepts or rejects interactions (such as calls or chats) and when the agent disconnects the interaction within Dynamics 365 Customer Service Workspace?

Resolution:

Currently, there is no direct API or event available to detect when an agent accepts, rejects, or disconnects an interaction in Dynamics 365 Customer Service Workspace. However, the following alternative methods can be used to track these interactions:

• Utilize the "Ongoing Conversations" dashboard for supervisors to monitor active interactions. Refer to the following documentation for details: Ongoing Conversations dashboard for supervisor | Microsoft Learn

• Create a view to display specific live work items and sessions. Specifically, you can check the "Agent Accepted On" (msdyn_agentAcceptedOn) field within the Session (msdyn_ocsession) entity to determine when an agent accepted an interaction. For more details, refer to:

  • Session (msdyn_ocsession) table/entity reference (Microsoft Dynamics 365 Customer Service) | Microsoft Learn
  • Create and edit public model-driven app views - Power Apps | Microsoft Learn