Microsoft Dynamics 365 | NEIL PARKHURST (MVP)

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 49

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 38

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 38

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 38

Article

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 ...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 41

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 23

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 28

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 51

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 1 year ago 109

Article

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...

Microsoft Dynamics 365 | NEIL PARKHURST (MVP) 2 years ago 50