Omnichannel for Customer Service – Consult, filter by skills

A recent enhancement to Microsoft’s Omnichannel for Customer Service has enabled the ability to filter agents by skills when starting a consult. In this post I will explain this feature.

Imagine (as an agent) you are talking to a customer, maybe you’re in a web chat conversation or maybe a voice call. The customer asks you a difficult question and you don’t know the answer. (They do…

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Omnichannel for Customer Service – Consult, filter by skills

A recent enhancement to Microsoft’s Omnichannel for Customer Service has enabled the ability to filter agents by skills when starting a consult. In this post I will explain this feature.

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