Unified Routing – Sentiment Predictions
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!
Omnichannel for Customer Search – Canvas App for Custom Search
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.
Customer Service Workspace – Presence Issue
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!
Unified Routing – Custom Assignment Rules
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.
Omnichannel for Customer Service – Emergency Situations
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!
Omnichannel for Customer Service – IVR BOT Skills Based Routing
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.
Omnichannel for Customer Service – Interruptible IVR BOTs
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.
Omnichannel for Customer Service – Conversation Categories
With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line.
Omnichannel for Customer Service – Voice channel overflow
Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a queue
Omnichannel for Customer Service – Voice IVR BOTS
I have been experimenting with using a Power Virtual Agent as an IVR within Microsoft’s Omnichannel for Customer Service. In this post I will explain my findings so far.
Microsoft Dynamics 365 