Omnichannel for Customer Service – Conversation Categories

With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line.

In some scenarios the case table is used extensively. If so, I normally turn to that to understand what type of queries were logged from…

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Omnichannel for Customer Service – Conversation Categories

With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line. In some scenarios the case table is used extensively.

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Author: Neil Parkhurst

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