Within Microsoft’s Omnichannel for Customer Service agents can manually change their presence / status to be available, do not disturb etc. Supervisors can also…
Whilst using a Copilot Studio BOT with Omnichannel for Customer Service I recent had a problem adding variables into the transfer message. I will…
Microsoft have recently released a change to capacity profiles within Unified Routing. As we can how have agent specific capacities. Meaning in Omnichannel for…
For part 1 – Continue Reading Nishant Rana’s Article on their blog Integrating PVA with Omnichannel Live Agent https://vrushaliranjalkar.blog/2023/08/08/integrating-pva-with-omnichannel-live-agent-part-2/ For part 1 – https://vrushaliranjalkar.blog/2023/08/01/integrating-pva-with-omnichannel-live-agent-part-1/…
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a…
