Getting started with Marcos in Omni Channel Engagement
Macro’s in Omni Channel Engagement allow for specific levels of automation to take place whilst a user is talking to… Continue Reading admin’s Article on their blog No…
Sarah Critchley
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Search on Knowledge Base Articles in Conversations using Omni Channel Engagement
Omni Channel Engagement promotes users to manage workloads and be served queries from multiple channels. An important feature is for… Continue Reading admin’s Article on their blog No…
Internal and External Communication in Omni Channel Engagement
This post is an essential and simple one. It covers what the difference between internal and external communication in the… Continue Reading admin’s Article on their blog No…
Add Pre-Chat Questions to a Widget in Omni Channel Engagement
When a customer first opens with a live chat widget and even before they ask a question, it can be… Continue Reading admin’s Article on their blog No…
Linking records to a Conversation in Omni Channel Engagement
We covered in a previous post what the conversation entity is in Omni Channel Engagement. One of the most fundamental… Continue Reading admin’s Article on their blog No…
Understanding Work Distribution Type in Omni Channel Engagement
The Work Distribution Type in Omni Channel Engagement comes up in many different places within the app. Work Distribution Type… Continue Reading admin’s Article on their blog No…
Setting up Agent Scripts in Omni Channel Engagement
Scripts are an awesome feature in Omni Channel Engagement that are designed to give ‘Agents’ ie. Users the ability to… Continue Reading admin’s Article on their blog No…
What are Application Tabs in Omni Channel Engagement?
You may have read about Session Templates and now want to learn more about what an Application Tab is? This… Continue Reading admin’s Article on their blog No…
How to Minimise the Conversation Window in Omni Channel Engagement
Sometimes the conversation window can get in the way – this post covers how to get more real estate within… Continue Reading admin’s Article on their blog No…
Adding Notes in Omni Channel Engagement
Adding Notes in Model Driven Apps is a given and has been a feature for quite some time (maybe even… Continue Reading admin’s Article on their blog No…