Menu Close

Category: Blog

{Omnichannel} Automatically remove customer off hold on call transfer

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the call handing automatically remove customer off hold on call transfer(preview feature).

Let’s get’s started.

Dynamics 365 Customer Service Omnichannel – Customer calls and the agent pick up the call and then the call needs to be transferred to another agent, in that case the call put on hold and transfer the call.

So when the transferred call being answered by another agent then the call automatically taken off from hold. Tranferring agent need need not be done anything.

This feature still in preview.

Note: If this feature needs to disabled then system administrators can turn off from the Customer Service Admin Center.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

Share this:

Omnichannel} Automatically pause, resume call recording and transcription

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the preview feature where you can automatically pause, resume call recording and transcription.

Let’s get’s started.

When agents puts a customer on hold and removes the customer from hold the call recording and transcription are automatically paused and resumed.

Customer Service Agents manually puts the customer on hold, the recording and transcription will automatically pause.

Call which is paused automatically resume when the customer service agent take the customer off hold.

This helps ensure that the agents say while the customer is on hold is not captured in the transcript(which is usally meant to be an exchange between the customer and the agent.

Note: By default this feature is not available and it must be set per channel at the workstream level.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

Share this:

{How to} Turn on release feature to monthly channel for Power Platform environments

uk365guy

Hello Everyone,

Today I am going to show how to turn on the monthly channel(preview feature) for model driven app.

Let’s get’s started.

Login into www.make.powerapps.com

Click on the Apps and Open the Dynamics 365 Customer Service Hub and then settings.

So model driven apps running in Power Platform environments with the app release channel value of Auto will use monthly channel starting with 2024 release wave 1.

New feature is the next step in gradually shifting from semi-annual channel to monthly channel to provide users with improvements as they become available.

Apps in Dynamics 365 enabled environments with the app release channel value of Auto will come to use semi-annual channel until the 2024 release wave 2.

App release channel types:

1. Auto: This feature allow wave releases should be automatically applies to the model driven app, if the maker has not made an explicit selection of monthly or semiannual.

2. Monthly: This applies to the new apps are created they default to Monthly.

3. Semi Annual : Makers can use the app designer to set the app release channel to Semi-Annual Channel before the 2024 release wave 1 to ensure no channel behavior.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

Share this:

Auto-claim policies on M365 Admin portal

uk365guy

Hello Everyone,

Today I am going to share my thoughts auto claim policies in the M365 Admin portal.

Let’s get’s started.

How to enable the Auto-claim policies?

Login into Power Platform Admin Center

Click on the Settings:

You have not chosen where the license auto-claim policies are applied to. Please note that if you create an auto-claim policy in the M365 Admin Portal, it will be applied to “All environments’ by default.

However, if a policy is automatically generated for you, it will only be applicable to ‘Managed environments’ unless you choose a different option here.

You can apply auto-claim policies on

1. All environments.

2. Only Managed Environments: Restrict licensing auto claim to Only Managed Environments.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

Share this:

{Do you know} Use generative AI Insights and other analytics enhancements to improve your copilots

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the preview feature on significance of using generative AI insights and other analytics enhancements to improve your copilots.

Let’s get’s started.

With the use of the generative AI insights you can immediately begin to improve the effectiveness of your chat by leveraging enhanced analytics to understand where your copilot and is not helping your users and how it can be improved.

Copilot admins and makers can see new and improved analytics directly in the Microsoft Copilot Studio app.

They can instantly take actions to address low customer satisfaction(CSAT) and improve the deflection rate.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

Share this: