Dynamics 365 Contact Center – Manage Chat SPAM
In this post I will suggest some basic steps worth considering if you’re trying to reduce chat spam when using Microsoft’s Dynamics 365 Contact Center. I have previously…
Neil Parkhurst
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Unified Routing – Improved Overflow Routing
Whilst using Microsoft’s Dynamics 365 Contact Center (and other Dynamics apps) we use Unified Routing to route conversations to agents. When the selected queue is “busy” overflow logic…
Unified Routing – Agent Capacity / Availability Issues
Whilst using Microsoft’s Dynamics 365 Contact Center, Unified Routing is used to route conversations to agents. A process which needs to leverage the agents availability. From time to…
Customer Service Workspace – Multiple Browsers
Have you tried loading Microsoft’s, customer service workspace in multiple browsers? If you are working with Dynamics 365 Contact Center and haven’t tried recently you might want to…
Unified Routing – Queue Priority
I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. but what if I want one queue to have priority over another?…
Dynamics 365 Contact Center – Voice Upgrade Date
Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be aware that you…
Dynamics 365 Contact Center – Chat Widget Domains
Recently I noticed that a couple of my customers hadn’t set the options on their chat widgets to only show on certain domains. If you are using the…
Unified Routing – Diagnostics in Azure
You may (or may not) be aware that the diagnostics option in Unified Routing has been deprecated. It is being replaced by diagnostics in Azure Application Insights. As…
Dynamics 365 Contact Center – Audio Files in IVR
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to add audio clips into your IVR,…
Omnichannel for Customer Service – Personal Numbers
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we can define personal numbers that can be used for incoming and outgoing calls. In this post…