Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications

One of the latest features of the Omni Channel Engagement Hub is the ability to see notifications of an incoming conversation when the agent dashboard is not in focus. Prior to this release, agents could potentially miss notifications if they had another tab open or if the browser was minimised. This would affect customers as … Continue reading Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications

Troubleshooting OmniChannel Engagement Hub: Setup Issues

I’m a huge fan of the Omni Channel Engagement Hub. You may have gathered this fact if you’ve read previous blogs, seen previous posts or watched me demo the product. I see the Omni Channel Engagement Hub as a game changer - it's much easier to get up to speed with than it’s counterpart USD … Continue reading Troubleshooting OmniChannel Engagement Hub: Setup Issues

Using Power Virtual Agent Variables with the Omnichannel Engagement Hub

One of the features available in the Omnichannel Engagement Hub is the capability to escalate chats from power virtual agent or even a chat bot built using the azure bot framework to an available agent. When using routing rules for a chat work stream, we can use pre-chat questions to assist with routing the chat … Continue reading Using Power Virtual Agent Variables with the Omnichannel Engagement Hub

Importing Work Items into Azure DevOps without the Team Explorer AddIn

One of the common methods of importing work items into Azure DevOps is via Excel. I’ve previously discussed this in another blog I’ve linked below. What is Azure DevOps and can it help with user adoption A video demonstration of how this works is also in the above blog. The method shown previously, requires the … Continue reading Importing Work Items into Azure DevOps without the Team Explorer AddIn

Omni Channel Engagement Hub – Setting up Co-Browse

One of the features currently in preview for the Omni Channel Engagement Hub is Co-Browse. The co-browse feature is provided by ScreenMeet, a Microsoft ISV with an existing co-browse and remote assist solution that integrates with Dynamics 365. The solution offered for co-browse has now been extended to the Omni Channel Engagement Hub. The video … Continue reading Omni Channel Engagement Hub – Setting up Co-Browse

Testing Testing… 123 : Testing Canvas Apps using Power Apps Test Studio

Many people spend time focusing on automating their build and deployment assuming that this will improve the quality of the output. While it definitely reduces the time needed to build or deploy solutions and certainly reduces human errors which can cause defects. Automating the build and release is only part of the story. We must … Continue reading Testing Testing… 123 : Testing Canvas Apps using Power Apps Test Studio