Scheduled for release on Monday, October 23, 2023, Microsoft’s Omnichannel Media Management feature promises significant performance gains, particularly in eCommerce and POS. Beyond merely…
Within Omnichannel for Customer Service we use Unified Routing to assign conversations to agents. Out of the box we have several assignment methods including…
The conversation form in Omnichannel is now updated to allow agents to view and edit customer and case information more efficiently. To enable it,…
Listing down the blog posts on Voice Channel setup and configuration for quick reference Continue Reading Nishant Rana’s Article on their blog Blog Posts…
To rename the Search Customer and Search Issue labels in the conversation form, search and open the corresponding RESX Web Resource for customization. The…
