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 months ago
Microsoft Dynamics 365 | NEIL PARKHURST (MVP)
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...
2 months 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...
3 months 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...
3 months 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 ...
4 months 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...
4 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...
4 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...
4 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...
4 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...
5 months ago
