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 pre-chat questions in Dynamics 365 Omni Channel Engagement.
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 are and why they are so meaningful when working with a Conversion within the Omni Channel application.
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!
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.