Hello Everyone, Today I am going to share my thoughts on create multiple cases from email sent to multple mailboxes in Dynamics 365 Omnichannel. Let’s get’s started. Normally when an email is received to a dedicated mailbox then with the help of routing rules we can create case on Dynamics 365 Customer Service. So creating…
Read more
Hello Everyone, Today I am going to share my thoughts use of skills to find the right agents for a consult on Dynamics 365 Omnichannel. Certainly! When it comes to finding the right agents for consultations related to Dynamics 365 Omnichannel, there are a few key considerations: 1. Skill-Based Search for Agents: In the context…
Read more
Hello Everyone, Today I am going to share some points related to the Anywhere365 Integration with Dynamics 365 Customer Service and Microsoft Teams. Let’s get’s started. Anywhere365 WebAgent: Is a powerful tool for contact center agents and knowledge workers. 1. What is Anywhere365 WebAgent? Anywhere365 WebAgent is a modern agent workplace designed to enhance collaboration,…
Read more
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 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 on the new preview feature of Omnichannel customer service explore enhancements to outbound dialing. Let’s get’s started. Let’s delve into the recent enhancements to outbound dialing. These improvements aim to streamline the calling process for agents. Here are the key features. 1.Search and Call: Agents…
Read more
Hello Everyone, Today I am going to share my thoughts on how to show records enabled for unified routing on Dynamics 365 Omnichannel. Let’s get’s started. Certainly! In Dynamics 365 Omnichannel, you can now view records enabled for unified routing directly in the inbox. This new feature allows agents to manage their workload more efficiently…
Read more
Recent Comments