Not all times you will want to provide live chat opportunities for a customer to a real person. Self Service is huge when it comes to serving a customer on their terms, at the time and method that suits them, whilst keeping more specific 1:1 interactions for more complicated questions, issues or concerns to staff. This post covers how to get started with connecting a Power Virtual Agent together with Omni Channel Engagement to make this scenario possible!
When organisations are managing incoming requests from multiple channels, there needs to be some oversight to ensure the users can be supported, especially if things get challenging or customers get angry. The Omni Channel Engagement application provides an easy way for supervisors to monitor conversations and this post will cover how to use this feature.
One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the conversation state within the application. I found in some cases I could edit the conversation, then I couldn’t and it can be fairly confusing. This post reviews some of the essential information when looking at states of Conversation in Omni Channel Engagement!
We have looked at how the Entity Records Channel uses routing and this post will now take it even further and give an introduction on how Skill Based routing works in the Omni Channel Engagement App.
We have looked in detail around interactions with staff and customers work within Omni Channel Engagement in previous posts and now lets take a deep dive into how these conversations are represented in the rest of Dynamics 365 on Customer records.
We covered how to set the presence in Omni Channel Engagement in a previous post, and this post will cover how to create your own Custom Presence in the Omni Channel Engagement application!
When creating widgets that appear on the front page of a companies website or even within in their customer service section, some considerations need to be made. It is important the widgets reflect the brand guidelines of the organisation and blend in with the website, otherwise they will look out of place. This post covers how to create custom widgets for the Omni Channel Engagement Chat widget.
Many of the recent posts have been focused on the Chat Channel within the Omni Channel Engagement Hub. You may have been wondering what other channels are available within the application. The channel which has the most confusion is the Entity Channel. What does this even do? This post walks through exactly what it is and how to set this channel up.
This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application
Agent Scripts promote the use of being able to work through a set of questions or actions and Macro’s provide a level of automation which saves users so much time – now we want to look at putting them together to make the user experience helpful and delightful.
Macro’s in Omni Channel Engagement allow for specific levels of automation to take place whilst a user is talking to a customer. The most common places to embed Macro’s are on Agent Scripts. This post covers how to get started with Macro’s and their capabilities in Dynamics 365 Omni Channel Engagement.
Omni Channel Engagement promotes users to manage workloads and be served queries from multiple channels. An important feature is for users to be able to have access to search knowledge base articles without losing context. This post covers how!
This post is an essential and simple one. It covers what the difference between internal and external communication in the context of the Omni Channel Engagement Application, specifically for the Chat channel.
When a customer first opens with a live chat widget and even before they ask a question, it can be really helpful for the agent who accepts the incoming message to already have some information about that customer. This post looks at how to make this possible using pre-chat questions in Dynamics 365 Omni Channel Engagement.
We covered in a previous post what the conversation entity is in Omni Channel Engagement. One of the most fundamental actions in a Conversation is linking records to it to get better context of a customer’s current situation. This post will cover what linked records are and why they are so meaningful when working with a Conversion within the Omni Channel application.