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 ...
18 days ago
Microsoft Dynamics 365 | NEIL PARKHURST (MVP)
Copilot Studio – DTMF Only Mode in IVR
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Stu...
1 month ago
Copilot Studio – New Style Voice BOTs
Microsoft have recently published updates to the voice channel which allow us to use the newer style Copilot BOTs in voice scenarios. In this ...
1 month ago
Omnichannel for Customer Service – Voice Upgrade
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...
1 month ago
Copilot – Create Knowledge Articles From Resolved Cases
For Dynamics 365 Customer Service users, there's a handy new feature called Copilot that streamlines the process of creating knowledge article...
1 month ago
Copilot – Filters
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 ...
2 months ago
Resizing the Omnichannel Communication Panel | Dynamics 365 Customer Service
If you're looking for ways to improve the customer service experience within Microsoft's Dynamics 365 Omnichannel, resizing the communication ...
2 months ago
Upgrade Your Outbound Dialer with Omnichannel | Dynamics 365 2024 Updates
The latest update to Dynamics 365's April 2024 wave has introduced new features to the outbound dialer in Omnichannel for Customer Service. Th...
2 months ago
Omnichannel for Customer Service: Filter Agents by Skills for Consults
Microsoft's Omnichannel for Customer Service now offers a feature allowing for the filtering of agents by skill when beginning a consult. This...
2 months ago
Testing Speaker/Microphone in Omnichannel for Customer Service - A How-to Guide
Microsoft's Omnichannel for Customer Service just got even more user-friendly. With the latest update, agents can now test their speaker and m...
3 months ago
