Unified Routing – Capacity Profiles and Work Classification
I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post ...
I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post ...
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Stu...
Microsoft have recently published updates to the voice channel which allow us to use the newer style Copilot BOTs in voice scenarios. In this ...
Microsoft have recently started to roll out a MAJOR update to Omnichannel voice! In this post I will explain how to upgrade your phone numbers...
For Dynamics 365 Customer Service users, there's a handy new feature called Copilot that streamlines the process of creating knowledge article...
Within the Dynamics 365 Customer Service apps we can search knowledge articles using copilot. This is a great feature but what if you want to ...
If you're looking for ways to improve the customer service experience within Microsoft's Dynamics 365 Omnichannel, resizing the communication ...
The latest update to Dynamics 365's April 2024 wave has introduced new features to the outbound dialer in Omnichannel for Customer Service. Th...
Microsoft's Omnichannel for Customer Service now offers a feature allowing for the filtering of agents by skill when beginning a consult. This...
Microsoft's Omnichannel for Customer Service just got even more user-friendly. With the latest update, agents can now test their speaker and m...