Have you tried loading Microsoft’s, customer service workspace in multiple browsers? If you are working with Dynamics 365 Contact Center and haven’t tried recently you might want to experiment with it ..read more

I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. what if I want one queue to have priority over another ..read more

Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be aware that you must  upgrade your voice channel by 31st Dec ..read more

Recently I noticed that a couple of my customers hadn’t set the options on their chat widgets to only show on certain domains. I would like to suggest that restricting your widget to known domains is important! Therefore, in this post I will explain the option ..read more

You may (or may not) be aware that the diagnostics option in Unified Routing has been deprecated. It is being replaced by diagnostics in Azure Application Insights ..read more

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to add audio clips into your IVR, in this post I will look at how and why ..read more

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we can define personal numbers that can be used for incoming and outgoing calls. In this post I will complete a deep dive into this feature ..read more

Within Omnichannel for Customer Service (aka Dynamics 365 Contact Center) we can define what happens after conversations end. In this post I will describe how the wrap up options effect agent productivity ..read more

I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post I will explain this concept. There may be many scenarios when you’d like to apply the logic I am going to explain. A few are below; Maybe live chats requiring a particular skill take more concentration. Meaning agents can handle up to 3 regular chats but you want to limit them to one chat for these complex conversations. Or maybe you are using a machine learning model to estimate the effort to resolve cases. If that model suggests a high level of effort ..read more

Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Studio BOTs …. “With a new style Copilot Studio voice enabled BOT, can we disable voice input?”. In this post I will address this question. This question means “Can we operate an IVR using only Dual Tone Multi-Frequency (DTMF … aka keypad entry.)?” I guess the first question we might ask is why? Well …. Sometimes our IVRs need to preform well when we expect significant background noise. And unfortunately, this can disrupt voice input. Meaning to have an IVR ..read more