Discovering Azure DevOps and D365 Business Applications
In a previous blog, we configured a chat widget which allowed engagement with customer service agents. When creating the widget, I ignored the authentication field which is available on the chat widget form. This blog focuses on configuring authentication which will allow the agent to see that the person who initiated the chat is known … Continue reading Omni Channel Engagement Hub: Configuring Chat Authentication
In my previous blog, we created a new chat widget in the Omni Channel Engagement Hub admin area and embedded the widget into a web page. The widget allows customers to interact with agents having been routed using any rules configured within Omni Channel. This blog focuses on how we can leverage the Omni Channel … Continue reading Omni Channel Engagement Hub : Initiating a Chat with a Custom Chat Button
In my previous blog, I showed how we can create a new omni channel trial. Before you can use the trial to leverage the full capabilities of omni, the trial will need to be configured. In this blog, I'll detail how to set up what I consider to be the base configuration of omni. This … Continue reading Omni Channel Base Configuration: Creating Users and Queues
In my previous blog post, I covered the basic setup needed for agents to be able to use the the Omni Channel Engagement Hub app. This post is a continuation on that blog, focussing on how we can quickly create a chat widget to allow your customers to interact with your agents. https://youtu.be/3a5yMoA7ac0 The video … Continue reading Omni Channel Engagement Hub: Creating a Chat Widget
A defect was introduced in a recent release of D365 Customer Service which impacts new and some upgraded Omni Channel installs. This defect prevents the presence icon from appearing in the top right hand corner. In the most recent release the team have created a loader page which gives an indication of the progress of … Continue reading Omni Channel Engagement Hub: Fix Missing Presence Icon
In this blog, I will do my level best to detail the steps included in creating a smart assist bot that will help agents to schedule appointments for customers they're chatting with. It would be helpful to understand and have knowledge of the Azure Bot Framework, but it absolutely not necessary. Smart Assist bots enable … Continue reading OmniChannel Engagement Hub: Creating a Smart Assist Bot
Agents working in a call centre may sometimes need assistance/guidance or information during a conversation that will help them maximise a sale, resolve an issue quicker or confirm that what is being shared with a customer is accurate. By utilising the Omni Channel Engagement Hub, agents have access to productivity tools which not only enables … Continue reading OmniChannel Engagement Hub : Smart Assist
The final process left to cover in this series of blogs is the Scrum process. In my previous blogs, I've detailed the differences between the Scrum and Agile process. This blog will provide an overview of the scrum process template. The Scrum process in Azure DevOps closely resembles the agile process. However, there are key … Continue reading Azure DevOps Processes Part 5: Overview of the Scrum Process
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
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
Everything D365 