Connecting Power Virtual Agents to a Real Life Person using Omni Channel Engagement
Not all times you will want to provide live chat opportunities for a customer to a real person. Self Service… Continue Reading admin’s Article on their blog No…
Sarah Critchley
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Supervisor Monitoring in Omni Channel Engagement
When organisations are managing incoming requests from multiple channels, there needs to be some oversight to ensure the users can… Continue Reading admin’s Article on their blog No…
Conversation States in Omni Channel Engagement
One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the… Continue Reading admin’s Article on their blog No…
An Introduction to Skill Based Routing in Omni Channel Engagement
We have looked at how the Entity Records Channel uses routing and this post will now take it even further… Continue Reading admin’s Article on their blog No…
See Conversations in Dynamics 365 in other Apps from Omni Channel
We have looked in detail around interactions with staff and customers work within Omni Channel Engagement in previous posts and… Continue Reading admin’s Article on their blog No…
Create a Custom Presence in Omni Channel Engagement
We covered how to set the presence in Omni Channel Engagement in a previous post, and this post will cover… Continue Reading admin’s Article on their blog No…
Creating Custom Style Widgets in Omni Channel Engagement
When creating widgets that appear on the front page of a companies website or even within in their customer service… Continue Reading admin’s Article on their blog No…
What is the Entity Channel in Omni Channel Engagement?
Many of the recent posts have been focused on the Chat Channel within the Omni Channel Engagement Hub. You may… Continue Reading admin’s Article on their blog No…
Sentiment Analysis in Omni Channel Engagement
This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application When a customer… Continue Reading admin’s Article on their blog No…
Using Macros in Agent Scripts within Omni Channel Engagement
Agent Scripts promote the use of being able to work through a set of questions or actions and Macro’s provide… Continue Reading admin’s Article on their blog No…