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{Do you know} Omnichannel Rate call quality and provide feedback on improvements

uk365guy

Hello Everyone,

Today I am going to share my thoughts on rate call quality and provide feedback on improvements.

Let’s get’s started.

Omnichannel agents answers voice calls and chat, once conversation finishes, then next call so forth.

So with the introduction of rate a call quality provides feedback automatically after a configurable percentage of calls.

This mechanism empowers you to identify and rectify any issues affecting customer experience that might be overlooked by traditional service metrics.

By addressing potential pain points, we can elevate call quality, bolster customer satisfaction and enhance your overall business performance.

Call ratings will enable to:

Leverage a star rating at the end of a configurable percentage of calls, where 5 is considered excellent, 4 is good, 3 is okay, 2 is poor, and 1 is bad.

Share what could have been better for ratings of 4 and below.

Admin can choose to configure this rating to show up after every 1 call to 100 calls and run this survey for a specific time period.

That’s it for today.

I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Omnichannel Improve prouctivity by converting voicemail to case

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature Omnichannel improves productivity by converting voicemail to case.

Let’s get’s started.

Certainly! In Dynamics 365 Omnichannel, you can enhance productivity by converting voicemails to cases. This feature allows agents to efficiently handle customer issues relayed through voice messages . Here’s how it works:

1. Voicemail Conversion:

Agents can view voicemails assigned to them in their inbox.
On the voicemail ribbon, they’ll find an option to convert the voicemail to a case.
With a simple click, agents can create a case directly from the voicemail.
This integration streamlines issue triage and ensures faster resolution.

2. Business Value:

By enabling voice-to-mail conversion, you empower agents to address customer concerns promptly.
The voice channel becomes tightly integrated with case management, enhancing overall efficiency.

3. Configuration:

Administrators need to enable this feature.
Agents will see a button on the command bar of the voicemail message, allowing them to convert it into a case.

Remember, this functionality bridges the gap between voice communication and case handling, ultimately improving customer service.

That’s it for today.

I hope this helps.

Malla reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Omnichannel allows multiple browsers and split screen for customer service agents

uk365guy

Hello Everyone,

Today I am going to share my thoughts on support for multiple browsers and split screen for customer service agent on Dynamics 365 Omnichannel.

Let’s get’s started.

Normally customer service agents can answers call one browser, if more than one browser is opened you will get an notification on the top of the browser.

With this new feature Agents can work across multiple conversation from multiple browsers in split format.

The Omnichannel for Customer Service has been updated to support multiple browsers and split screen functionality. This enhancemen allows agents to work across multiple conversations in different browsers without the previous limitation of a warning message about being signed in from muliple browsers. Agents can now have as many browsers open as desired, making it easier to manage mulitple conversations without needing to switch tabs constantly.

Additionally agents can split their screen to view conversations side by side, which improves their ability to serve customer requests efficiently.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(UK365GUY)
#365blogpostsin365days

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{Do you know} Join a Teams call is generally available and on by default

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature join a teams call is generally available and on by default.

Let’s get’s started.

Joining a Teams call has become even more convenient! Starting from April 1, 2024, users can automatically Join Teams calls without any additional setup. Here are the key details:

1. Business Value:

Administrators no longer need to toggle any settings to enable users to join Teams calls with their customers.

The feature’s general availability encourages wider adoption.

2. Feature Details:

Users can invite their customers to join them on Teams calls without requiring an administrator to configure anything.

This release makes the feature generally available to all Dynamics 365 Customer Service users.

3. Additional Resources:

For more information click here

So go ahead, collaborate seamlessly, and make those teams calls even more productive.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Allow external users into your Microsoft Teams Tenant

uk365guy

Hello Everyone,

Today I am going to show how to grant access to your Microsoft Teams tenant.

Let’s get’s started.

Login into Microsoft Teams Admin Center.

Click on the users

Guest Access = ON

Then save the changes.

Note: In order to make this change you need to be global administrator or Microsoft 365 Administrator.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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