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...

This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application When a customer has started a live chat and begins talking, the is real time sentiment analysis enabled by default that gives users the ability to see, based on...

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...