Omnichannel for Customer Service – Grab / Pick Chats

With Microsoft’s Omnichannel for Customer Service it will be common to use a push method to route your chats to the “best” agent . An alternative method of working is to show all agents all chats and someone “grab” (or cherry pick) their next chat. In this post I will look at how we configure this “pick” method for web chats.

Spoiler alert … I admit I prefer the more typical push approach….

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Omnichannel for Customer Service – Grab / Pick Chats

With Microsoft’s Omnichannel for Customer Service it will be common to use a push method to route your chats to the “best” agent . An alternative method of working is to show all agents all chats and someone “grab” (or cherry pick) their next chat. In this post I will look at how we configure…

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