Adding Notes in Model Driven Apps is a given and has been a feature for quite some time (maybe even since the dawn of time!) however in Omni Channel Engagement, this behaviour has been upgraded. Learn how in this post! Within Dynamics 365 Omni Channel Engagement, when...
You might have come across Sessions already in Omni Channel Engagement and I cover exactly what they are in this previous post. Session Templates also exist. They manage the setup of quite a few things, including Agent Scripts. Learn more about what they are in this...
When managing multiple different queries, complaints and conversations from different channels, it can really help to have some 'precanned' replies which can be easily sent to customers. This is an quick way to help users in call-centres who manage high volumes of...
Within Model Driven Apps and Dynamics 365 in general, users are familiar with navigating on the site map (which has been both vertical and horizontal in the last decade) and moving around views, forms and using relationships as hyperlinks to jump between records....
You know how to use the Consult feature, and you know how to use the Transfer feature - but have you used both? There may be the need to first begin with a Consult to discuss a question with an additional agent, but also then go ahead and transfer them to the same...
As a customer, when we utilise live chat features of organisation, it can be an amazing experience. We get what we need quickly and we get it done. This could be information regarding an order update or a refund request. In these circumstances it is normal to want to...
The consult feature was covered in the previous post, but the ability to transfer is slightly different. There is the ability in Omni Channel Engagement application to transfer a conversation in live chat completely to another available agent. This blog post covers...
Being able to ask for assistance or advice inside an organisation is often a key requirement from customer service staff, it's impossible to know everything! Sure we can go ahead and ask on emails and have a background to and fro if the other person happens to be...
This blog post covers exactly what Sessions and Conversations are within the Dynamics 365 Omni Channel Engagement app. They are sometimes used interchangeably, but they are in fact two different entities and have different purposes for managing customer interactions....
This post is an overview of how presence is managed in Dynamics 365 Omni Channel Engagement. Dynamics 365 Omni Channel Engagement allows users to manage their own presence in the same way as Microsoft Teams and previously we did in other programs such as Skype for...