Microsoft Dynamics 365 | NEIL PARKHURST (MVP)

Dynamics 365 Contact Center – Manage Chat SPAM

In this post I will suggest some basic steps worth considering if you are trying to reduce chat spam when using Microsoft’s Dynamics 365 Conta...

2 days ago

Unified Routing – Improved Overflow Routing

Whilst using Microsoft’s Dynamics 365 Contact Center (and other Dynamics apps) we use Unified Routing to route conversations to agents. When t...

9 days ago

Unified Routing – Agent Capacity / Availability Issues

Whilst using Microsoft’s Dynamics 365 Contact Center, Unified Routing is used to route conversations to agents. A process which needs to lever...

1 month ago

Customer Service Workspace – Multiple Browsers

Have you tried loading Microsoft’s, customer service workspace in multiple browsers? If you are working with Dynamics 365 Contact Center and h...

1 month ago

Unified Routing – Queue Priority

I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. what if I want one queue to have priority over ...

1 month ago

Dynamics 365 Contact Center – Voice Upgrade Date

Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be...

2 months ago

Dynamics 365 Contact Center – Chat Widget Domains

Recently I noticed that a couple of my customers hadn’t set the options on their chat widgets to only show on certain domains. I would like to...

2 months ago

Unified Routing – Diagnostics in Azure

You may (or may not) be aware that the diagnostics option in Unified Routing has been deprecated. It is being replaced by diagnostics in Azure...

2 months ago

Dynamics 365 Contact Center – Audio Files in IVR

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to...

2 months ago

Omnichannel for Customer Service – Personal Numbers

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we can define personal numbers that can be used for inco...

3 months ago