#PowerCat Blog
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...
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....
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....
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. Skill Based routing in Omni Channel Engagement provides companies...
Omni-Channel Engagement
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...
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....
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. Skill Based routing in Omni Channel Engagement provides companies...
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. Omni Channel...
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! The previous post covered how to set the presence using the default out of the...
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...
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