When using Microsoft’s Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post…
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/…
