- 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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