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!
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 customers not only get a great level of service but essential things are being asked, such as security questions. This feature is great for training new staff, managing high turnover of call centres and more. This post covers how to set up Agent Scripts in Omni Channel Engagement.
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.
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.
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!
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 post!
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 calls to still retain the human to human interaction, allowing a great mix of efficiency that promotes great customer service. This is achieved using Quick Replies in Omni Channel Engagement. This post shows how to create a custom Quick Reply and use it in a live chat conversation.
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. Recently, tabs have also proven to be a great form experience for model driven apps too. Omni Channel Engagement add an additional type of experience which is different than what has been known previously. This will be covered in this post.
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 agent and finish up things your end. This post covers how this works in Omni Channel Engagement and some notable things to remember when doing so.
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 download a transcript of that conversation should something happen in the future which means we need to go back to the organisation and show previous conversations and this engagement with staff. This can be achieved using the download feature in a live chat widget within Omni Channel Engagement. This post covers how to enable this inside the Omni Channel Engagement application in Dynamics 365.
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 how to use this feature!
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 online and responding to you in real time, but sometimes that’s really hard to manage if there isn’t the set up for it nor handling multiple applications at once. This increases wait time for a customer and the time a case is open. Not great for a world which is built on instant feedback and resolution. This post introduces the Consult feature which solves this problem in Omni Channel Engagement and how to use it!
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.
Omni Channel Engagement is an Application within the Microsoft Dynamics 365 family and also part of the Customer Service family of products in the Microsoft Business Applications stack. You might be wondering what Omni Channel means, and why it would be different to something like Multi Channel. Some of you may even be wondering what a channel even is. This article covers all of these and more – it gives less than a 5 minute introduction to all of these concepts and what the Microsoft Omni Channel Application is capable of.