Hello Everyone, Today I am going to share my thoughts on rate call quality and provide feedback on improvements. Let’s get’s started. Omnichannel agents answers voice calls and chat, once conversation finishes, then next call so forth. So with the introduction of rate a call quality provides feedback automatically after a configurable percentage of calls.…
Read more
Hello Everyone, Today I am going to share my thoughts on the new feature Omnichannel improves productivity by converting voicemail to case. Let’s get’s started. Certainly! In Dynamics 365 Omnichannel, you can enhance productivity by converting voicemails to cases. This feature allows agents to efficiently handle customer issues relayed through voice messages . Here’s how…
Read more
Hello Everyone, Today I am going to share my thoughts on support for multiple browsers and split screen for customer service agent on Dynamics 365 Omnichannel. Let’s get’s started. Normally customer service agents can answers call one browser, if more than one browser is opened you will get an notification on the top of the…
Read more
Hello Everyone, Today I am going to share my thoughts on the new feature join a teams call is generally available and on by default. Let’s get’s started. Joining a Teams call has become even more convenient! Starting from April 1, 2024, users can automatically Join Teams calls without any additional setup. Here are the…
Read more
Hello Everyone, Today I am going to show how to grant access to your Microsoft Teams tenant. Let’s get’s started. Login into Microsoft Teams Admin Center. Click on the users Guest Access = ON Then save the changes. Note: In order to make this change you need to be global administrator or Microsoft 365 Administrator.…
Read more
Hello Everyone, Today I am going to share my thoughts on the call handing automatically remove customer off hold on call transfer(preview feature). Let’s get’s started. Dynamics 365 Customer Service Omnichannel – Customer calls and the agent pick up the call and then the call needs to be transferred to another agent, in that case…
Read more
Hello Everyone, Today I am going to show how to turn on the monthly channel(preview feature) for model driven app. Let’s get’s started. Login into www.make.powerapps.com Click on the Apps and Open the Dynamics 365 Customer Service Hub and then settings. So model driven apps running in Power Platform environments with the app release channel value…
Read more
Hello Everyone, Today I am going to share my thoughts on the preview feature where you can automatically pause, resume call recording and transcription. Let’s get’s started. When agents puts a customer on hold and removes the customer from hold the call recording and transcription are automatically paused and resumed. Customer Service Agents manually puts…
Read more
Hello Everyone, Today I am going to share my thoughts auto claim policies in the M365 Admin portal. Let’s get’s started. How to enable the Auto-claim policies? Login into Power Platform Admin Center Click on the Settings: You have not chosen where the license auto-claim policies are applied to. Please note that if you create an…
Read more
Hello Everyone, Today I am going to share my thoughts on the preview feature on significance of using generative AI insights and other analytics enhancements to improve your copilots. Let’s get’s started. With the use of the generative AI insights you can immediately begin to improve the effectiveness of your chat by leveraging enhanced analytics…
Read more
Recent Comments