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
Category: OmniChannel
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
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
An Overview of the Omni Channel Engagement Hub
This weekend I was fortunate to be able to speak about the Omni Channel Engagement Hub at the Scottish Summit 2020 held in Glasgow. There have been a few requests for me to record the session and so I have! The session has been rerecorded and you can watch it here: https://youtu.be/SzOsa0XVoSY Please feel free … Continue reading An Overview of the Omni Channel Engagement Hub
