Omnichannel – Page 6 – Nishant Rana's Weblog

Workstreams Overview – part 2 – Dynamics 365 Customer Service / Omnichannel

Continuing the previous post, let us now delve deeper into the different options inside each of the workstream types.

Let us first create a workstream of type Messaging – Chat (Persistent) with work distribution mode as Push, and check the various configuration to be done for it.

We are presented with 5 main sections –

Live Chat (setup).
Routing Rules – Work classification and Route to queues.
Work Distribution.
Bot.
Advanced Settings

In the case of work distribution as Pick the only change is in the mode displayed, the rest of the settings remains the same.

The Advance settings section has the following sections –

Sessions
Agent Notifications
Context Variables
Smart Assist Bots
Quick Replies

These sections remain the same for other Channels as well – Apple Message for Business, Chat, Custom, Facebook, Google’s Business Messages, LINE, Microsoft Teams, SMS, Twitter, WeChat, and WhatsApp.

Only in the case of Chat, if we uncheck
Make Chats Persistent, we do not get the option of Auto Close after Inactivity and Keep same agent for entire conversation as those options apply specifically to the persistent chat.

Now let us create a workstream of type Record and see the options there.

Here we can see the options to specify the Intake rules instead of setting up the channel.
The routing rules section remains the same.
Work distribution doesn’t have the option of Auto Close after Inactivity and Keep same agent for the entire conversation. This is because here we routing the record and do not have any conversation with the customer.
The bot is also not available for record-type workstreams.

For Advanced Settings, we only have the option of Sessions and Agent notifications.

The other sections Context Variables, Smart assist bots, and Quick replies are not available that we saw for messaging type workstream, considering we are not having any conversation here.

Now let us check for the Voice type of workstream.

Here we get the same options as we have for workstream type messaging except Auto Close after Inactivity and Keep same agent for entire conversation, as expected.

And in advanced settings, the only difference when compared to the messaging channel is that there is no section for quick replies.

In a nutshell,

Settings / Options	Messaging	Record	Voice	Description
Options	Setup up channel	Intake Rules	Setup Voice	Set up the corresponding channels or intake rules.
Routing Rules
Work Classification (optional)	Y	Y	Y	Work classification allows us to define conditions and add additional information as output attributes for optimum assignment of the work item. It can be based on Logical rules or Machine Learning models. https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
Route to queues	Y	Y	Y	In Routing Rules we can define conditions/rules which when matched, route the incoming work item to the queue. If no rules match fallback queue will be used. https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-route-to-queue-rules
Work distribution
Auto-close after inactivity	Y *	N	N	We can define the period in minutes (days), after which the inactive conversation will be moved to the closed state.
Work distribution mode	Y	Y	Y	Push or Pick as defined while creating the workstream. Cannot be edited.
Capacity	Y	Y	Y	Can be either Unit or Profile based https://learn.microsoft.com/en-us/dynamics365/customer-service/capacity-profiles https://learn.microsoft.com/en-us/dynamics365/customer-service/capacity-profiles?tabs=customerservicehub#multiple-capacity-profiles-in-a-single-workstream
Block capacity for wrap up	Y	Y	Y	By default – Always Block. We can specify Don’t block or from 1 minute to 60 minutes, the duration for which agent capacity is blocked while the conversation is in Wrap Up state. If we select Don’t block, the agent’s capacity will be immediately released when Conversation moves to Wrap State. Doesn’t apply i.e. capacity won’t reset for End of day capacity profile.
Allowed presences	Y	Y	Y	The presence values, which agent can be assigned. Out of the box we have Available, Busy, Busy – DND, Away. We can also define custom presence – https://learn.microsoft.com/en-us/dynamics365/customer-service/presence-custom-presence
Default skill matching algorithm	Y	Y	Y	None, Exact Match, Closet Match.
Keep same agent for entire conversation	Y*	N	N	If we want the conversation to be assigned to the originally assigned agent when re-initiated after some time https://learn.microsoft.com/en-us/dynamics365/customer-service/create-workstreams?tabs=customerserviceadmincenter#agent-affinity Only available for Push type work distribution.
Bot (optional)	Y	N	Y	This option allows adding a bot to the workstream. All incoming work items will be routed to the bot first. Only available for Push type work distribution.
Advanced Settings
Sessions	Y	Y	Y	We can use out of the box template defined or create our own session template to be used. Within the session template, we can define The mode of the Communication Panel – Docked, Hidden, Minimized. The application is to be opened in the Anchor tab. Additional tabs to be opened. https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates?tabs=customerserviceadmincenter
Agent Notifications	Y	Y	Y	We can use the out-of-the-box notification templates defined or can create our notification template. https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/notification-templates?tabs=customerserviceadmincenter#out-of-the-box-notification-templates
Context Variables	Y	N	Y	We can define context variables of type Text or Number, which can be used in macros and agent scripts and can also be used in routing rules. https://learn.microsoft.com/en-us/dynamics365/customer-service/manage-context-variables?tabs=customerserviceadmincenter
Smart assit bots	Y	N	Y	We can configure Bot to provide smart assist suggestions to the agents.
Quick Replies	Y	N	N	These are predefined messages, that agents can use to quickly respond to the customers. https://learn.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies

*not available for non-persistent chat.

In the next posts, we’d delve deeper into each of the options.

Hope it helps..

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Workstreams Overview – part 1 – Dynamics 365 Customer Service / Omnichannel

Workstreams can be defined as records or settings, where we can set up the channel, and define routing rules, work distribution, and bots to route work items to the appropriate queue/agents.

Workstream can be of 3 different types – Messaging, Record, and Voice.

For Messaging we can specify the below channels – Apple messages for business, Chat, Custom, Facebook, Google’s Business Messages, LINE, SMS, Twitter, WeChat, and WhatsApp.

For Messaging Type as Channel, we can specify Work Distribution Mode as either Push or Pick.

We also need to specify a Fallback Queue, this Queue will be used if no matching queues are found based on the routing rules.

In the case of the Chat channel, we have the option of making chats persistent, so any new messages from the customer will be routed to the same queue and same agent if available or the next best agent.

For all other channel types, we have the same Work Distribution mode and Fallback queue option.

For the workstream type as Record, we can select the entities with queues enabled. The remaining option of work distribution mode and fallback queue remains the same.

For the record routing to work, we need to make sure Unified Routing is switched on in the environment.

And the entity is enabled for record routing.

For the workstream type as Voice, we have the voice channel selected as default and disabled.

The only difference is in the distribution mode, where we do not have the option of Pick.

In a nutshell –

Workstream Type	Channel	Additional Information
Messaging	Apple Message for Business, Chat, Custom, Facebook, Google’s Business Messages, LINE, Microsoft Teams, SMS, Twitter, WeChat, WhatsApp	For Chat, we have an additional option to make chats persistent. https://learn.microsoft.com/en-us/dynamics365/customer-service/persistent-chat Push and Pick – Work distribution mode.
Record	Entities With Queue and Record Routing enabled	Push and Pick – Work distribution mode
Voice	Voice Call (default / disabled)	Only Push distribution mode.

In coming blog posts we’d delve deep into the workstreams configuration.

Hope it helps..

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How to – Provision / Setup Omnichannel for Customer Service trial – Dynamics 365

In this post, we’d start by creating a trial of Dynamics 365 Customer
Service.

Navigate to – https://dynamics.microsoft.com/en-us/customer-service/overview/

And select Try for free

Enter your email details and follow the steps.

In a few mins, the trial will be ready.

Clicking on Launch Trial opens the Customer Service Workspace app.

Below are the other apps we can see installed as part of the Customer Service Trial, including the Omnichannel Admin Center and Omnichannel for Customer Service along with the Customer Service admin center app.

Opening the Omnichannel Admin Center app allows us to configure the Chat Demo.

In a few seconds, the demo will be configured.

Clicking on the Open agent app opens the Omnichannel for Customer Service App.

Click on Let’s Chat! widget to start the chat.

Opening the Let’s Chat widget sends the notification to the agent as shown below.

Clicking on Accept in the notification starts a new session.

It also starts the conversation.

The agent can click on End or the customer can close the Chat Widget to end the conversation

The End button is grayed out and the customer gets the message as Agent has ended the conversation.

As we can see, we have the working Omnichannel trial environment ready for us to try out different channels/features, etc.

In Power Platform Admin Center, if we check inside Resources >> Dynamics 365 Apps for the Customer Service Trial we can see the Omnichannel Apps installed.

Interestingly if we navigate to Resources >> Dynamics 365 apps and check the Omnichannel for Customer Service app we see the status Not configured.

Clicking on the Manage option, opens the dialog box, informing us that it will navigate us to Dynamics 365 apps admin page.

In our case it kept us asking to sign in, instead of taking us to the admin page.

So next we tried Providing the data access consent as mentioned in the MS Docs.

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#provide-data-access-consent

For which we got the below error.

As it failed, we tried the same after assigning the Power BI (free) license to the admin user. (The user should also have Microsoft 365 Global Admin roles along with System Administrator in the env.)

https://learn.microsoft.com/en-us/dynamics365/customer-service/try-channels

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites

And it worked this time.

This time clicking on Manage for the Omnichannel for Customer Service, took us to the Dynamics 365 Admin page.

Inside Dynamics 365 Administration Center we can manage the environments in which we want to install or remove the Omnichannel as well as different channels inside it.

From the Admin Center, we managed to upgrade the Omnichannel in the Customer Service Trial environment and also configure it in another sandbox environment.

Interestingly even after the update/setup was completed

the status of Omnichannel for Customer Service on the Dynamics 365 Page was “Not configured”, which could be some bug or something as mentioned in the MS Docs.

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#set-up-omnichannel-for-customer-service-

“You can safely ignore the status”

So in our case, when we had configured the Customer Service Trial, the Omnichannel was already configured in that environment as we saw earlier. We were mainly facing issues to access the Dynamics 365 Administration Center, which got resolved after assigning the Power BI License to the admin user followed by giving the required consent.

Kindly refer to the below links to learn about Omnichannel in in-depth

https://neilparkhurst.com/2022/08/11/omnichannel-for-customer-service-collection-2/

https://thecrm.ninja/omnichannel-for-dynamics-365/

https://www.youtube.com/watch?v=WM2JLGNPzT8

Hope this helps..

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Fixed – User Presence not working – Customer Service Workspace / Omnichannel (Dynamics 365/CRM)

Recently while exploring Customer Service Workspace we could not see the presence being loaded for the users.

The first thing we need to check here is if the user has either the Omnichannel Agent / Supervisor role or Customer Service Representative role assigned. (it will not load even if you are a system admin or Omnichannel Administrator role only)

The next thing to check is the omnichannel record (Channel Integration Framework V2.0 Providers entity/table)

Check the value for the Channel URL field –

It should be

https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://unq0c996fcff27241fb845216a48ece6-crm.omnichannelengagementhub.com&ucilib=https://org749544d7.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

Replace the first part in ocBaseUrl with your organization’s Unique Name (Customization > Developer Resources)

and second is the organization base url in the uclib.

If it still doesn’t work or gets stuck at 25 or 57 percent, check if you have security defaults enabled in the tenant if so either disable it.

Disable Security Defaults while login into Power Platform / Dynamics 365 – Nishant Rana’s Weblog

Or make sure the users have the multi-factor authentication set up on their account.

After we made sure all the above settings – we had the presence working for the users.

Get all the details here-

Troubleshoot issues in Omnichannel for Customer Service

Hope it helps..

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Macros in Omnichannel and Customer Service Workspace – Dynamics 365

Macros enables users to perform the set of sequential actions – repetitive and monotonous – in a more process compliant manner, which can be reused across different sessions, making it faster, more efficient and less error prone.

To define a Macro, navigate to Omnichannel Administration app > Agent Experience > Macros

Posts on Omnichannel for Customer Service (Dynamics 365)

The interface is similar to Power Automate with some predefined automation actions.

Session Connector has the following actions >

Omnichannel Connector has the following actions >

Flow Connector has the following actions >

Productivity Automation has the following actions >

Get all the details here –https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

Now back to our Macro, select Productivity Automation trigger.

Select the action Start macro execution.

Select Clone current record.

Specify the title of the cloned record.

Let us create a new Agent Script with Agent Script step having Action Type as Macro.

Agent Script – https://nishantrana.me/2021/03/02/agent-scripts-in-omnichannel-and-customer-service-workspace-dynamics-365/

Navigate to Omnichannel Administration > Agent Experience > Agent Script and create a new Agent Script.

Follow it by adding a new Agent script step.

Below is our Agent script step record

which is associated with the Agent Script record

Now to test it let us open an existing record within a new session (Shift + record click) within Customer Service Workspace.

More on Customer Service Workspace –https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

Select Clone Record for the record to be opened in the new session.

As expected selecting on Clone Record – opens the clone of the record in a new Tab as shown below

We can also check the run history of the Macro using View run history option

That was a very basic example we saw, now with the option of running flow i.e. Run Flow as Macro using the Flow Connector, the possibility is limitless.

Hope it helps..

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Agent scripts in Omnichannel and Customer Service Workspace – Dynamics 365

Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app.

Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient.

More on Customer Service Workspace – https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

Omnichannel for Customer Service –https://nishantrana.me/category/omnichannel/

Smart Assist –https://nishantrana.me/2020/08/17/ai-suggestions-for-similar-knowledge-articles-and-cases-in-dynamics-365-2020-release-2020-wave-2/

To define Agent Scripts – navigate to Customer Service Hub > Service Management > Agent Scripts or Omnichannel Administration > Agent Experience > Agent Scripts

Create a new Agent script record, and specify steps for the same by creating new agent script step record.

We can define 3 different types of Action – Text, Macro, and Script.

For simplicity, we have selected Text here.

We have defined 2 script steps for the agent script as shown below.

Next, we need to associate the Agent Script with the Session template.

Inside the Omnichannel Administration > Agent Experience > Sessions, select the template we want the script to be associated.

Here let us select the Case entity session – default template

We can also define the conditions for the default agent script to be applied using the Enable Build expression option.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts#set-the-default-agent-script-for-agents

For now to make the example simple, we leave it as No (default).

Back in Customer Service Workspace or Omnichannel for Customer Service App– Shift + click the case record to open the new session in the Active Cases grid.