A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more preferred resources. I will describe this new feature in this post.
Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Microsoft plan to enhance it with the 2022 Wave 2 release of Dynamics 365. In this post I take a quick look at the new interface.
Since the launch of Omnichannel I have often blogged about its capabilities. In this post I will create a collection of links to all of my posts concerning Omnichannel and its related technologies.
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. In this post I look at how!
Microsoft’s Omnichannel for Customer Service gives us many of the contact centre features we require out of the box. But in all projects “extra” requirements will surface that need a custom approach. In this blog post and video, I will discuss how we can customize the customer service workspace interface using canvas apps.
Microsoft’s Omnichannel for Customer Service is fantastic … but if like me you have had a problem with the agent presence in the Customer Service Workspace app just spinning and spinning you might have a problem to resolve!
Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is routed to a queue, we use either “Highest capacity” or “Round Robin” logic to assign work items to the next available agent. But we can also create custom assignment methods to handle more complex scenarios, in this post I will explain how a custom rule might be used.
I have recently been helping a company in Texas implement Microsoft’s new Omnichannel voice channel. They presented me with an “interesting” requirement … as call centers in Texas may be located in tornado alley!
In this blog post I hope to describe how you can setup an IVR BOT for Microsoft’s Omnichannel for Customer Service voice channel. And how the BOT can question the customer on their needs then trigger skills-based routing to ensure the best agent answers the query.
Within Microsoft’s Omnichannel for Customer Service app with the voice channel we can use a Power Virtual Agent as an IVR BOT. Sometimes we want to ensure the customer hears certain messages in full. In this post I will explain how we can control when a BOT can be interrupted.