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. Ensure...
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...
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! When a user accepts a...
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. The chat channel has the concept of a public message -...
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...
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...
The Work Distribution Type in Omni Channel Engagement comes up in many different places within the app. Work Distribution Type is set on the Work Stream record and is either 'Pick' or 'Push'. Read on to find what this means! When the Work Distribution Mode is set to...
Scripts are an awesome feature in Omni Channel Engagement that are designed to give 'Agents' ie. Users the ability to have a script within the same window they are talking to the customer in. This provides a way of standardising operating procedures and ensuring...
You may have read about Session Templates and now want to learn more about what an Application Tab is? This post will cover exactly what Application Tabs are and how to get started in the Omni Channel Engagement application. Application Tab 'Templates' (technically)...
Sometimes the conversation window can get in the way - this post covers how to get more real estate within the main screen in Omni Channel Engagement. Sometimes there may be a need to get more screen space whilst in the conversation. You may want to do some searching...