Omnichannel for Customer Service – Consult, filter by skills

Dynamics 365 Customer Service

The recent enhancement to Microsoft's Omnichannel for Customer Service allows agents to filter other agents by skills when starting a consult.
Previously, selecting the right agent to consult with relied on the agent's knowledge of who might be able to help.
The new feature enables agents to see the persona of other agents (e.g., agent or supervisor) and filter the list of agents by skills.
Agents can start a consult by clicking the consult icon or typing "/c" during a web chat conversation or voice call.
The queue field is a dropdown control that allows agents to switch to consulting with agents from another queue.
Agents who are offline, away, or set to do not disturb will not show in the list of available agents, while agents who are available or busy will be visible.
Agents can filter the list of available agents by selecting one or more skills using the filter icon.
The list of skills to filter by only includes the skills of available agents in the queue, meaning if a skill doesn't show, nobody in the queue has that skill.

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