1

Please allow skill-based routing for PVA agent transfer with Omnichannel

It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
New
1

Please allow switching of the instance for Omnichannel that is used by Agent transfer

Currently the agent transfer process will only allow us to link only once to an instance of Dynamics 365 with Omnichannel. The workaround to get it up again is to redeploy the bot, which is time-consuming. Would be great to be able to switch the instance (in case we make mistake in configuring, o...

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
New
1

Pick from pick workstreams over my Capacity

I'd like a setting that makes it possible to pick from a pick workstream even though my capacity is reached. There could be several situations where I for some reason have some time over and can do a quick case/other conversation type but for now the system blocks me and tells me that my capaci...

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

Agent Script for Manual session

How can I configure Agent script for Manual session? Scenario: We would like to migrate from USD app to Omni channel web and customers are served by desk phone. There is no channel integration on Omni.

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

Agent Script - Run Java script

Can I run Java script using Agent scripts on Omni channel web.

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

Agent Script - Text Type- evaluate expression

Can expression be evaluated on Text type agent script as shown below. Expression({CaseType}=="CreditCard" ? "Credit Card related info" : "Other Info").

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

Action in Macro to send messages

In marcos (and therefore agent scripts) I would like to be able to add actions that send messages to customers. (On whatever channel is being used.) This would save the agents having to type messages. Just one example would be ... after a case is created for the macro to send a message saying "...

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

Omnichanel customer service virtual agent chat bot option to allow receipt upload of file

Future featuring the option to easily allow a virtual agent from a chat bot the option to receive and visualize with antivirus security an upload file image maybe helpful. Not having a command to allow within a chat from a virtual agent conversation the option to upload a file image, user may no...

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

Omnnichanel for customer service command for new holiday items

I wish there is a future option to include a command to easily visualized new holiday items by item line of products and/or by brand.

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Needs Votes
1

A device license for Chat for D365 is essential

A device license for the Chat for Dynamics 365 subscription is absolutly essential so that staff whose main role may not be customer facing CX can flexibly "fill in" to cover staff absence demand surge etc. Those doing this "fill in" work might only use the Chat for Dynamics very occasionally an...

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Category: Omnichannel for Customer Service (67)

STATUS DETAILS
Under Review