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Connecting Power Virtual Agents to a Real Life Person using Omni Channel Engagement

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!

April 30, 2020

Supervisor Monitoring in Omni Channel Engagement

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.

April 29, 2020

Conversation States in Omni Channel Engagement

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!

April 28, 2020

An Introduction to Skill Based Routing 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.

April 27, 2020

See Conversations in Dynamics 365 in other Apps from Omni Channel

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.

April 26, 2020

Create a Custom Presence in Omni Channel Engagement

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!

April 25, 2020

Creating Custom Style Widgets in Omni Channel Engagement

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.

April 24, 2020

What is the Entity Channel in Omni Channel Engagement?

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.

April 23, 2020

Sentiment Analysis in Omni Channel Engagement

This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application

April 22, 2020

Using Macros in Agent Scripts within Omni Channel Engagement

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.

April 21, 2020

Getting started with Marcos in Omni Channel Engagement

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.

April 20, 2020

Search on Knowledge Base Articles in Conversations using 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!

April 19, 2020

Internal and External Communication in Omni Channel Engagement

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.

April 18, 2020

Add Pre-Chat Questions to a Widget in Omni Channel Engagement

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.

April 17, 2020

Linking records to a Conversation in 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.

April 16, 2020