Omnichannel for Customer Service – Role Persona Mapping
Role Persona Mapping is an important feature in Microsoft's Omnichannel for Customer Service and Unified Routing. This feature allows users to customize the roles and personas assigned to different users in the customer service admin center. By mapping personas to specific roles, users can control access to certain tables and drive specific functionality within the system. For example, users with the Omnichannel supervisor role will see the ongoing conversations dashboard when they open the customer service workspace. It is also possible for users to have multiple personas, such as being both a supervisor and an agent. Understanding how each persona affects routing can help determine if having multiple personas is beneficial. Overall, persona mapping allows for tailored assignment of work and better management of queues in Omnichannel for Customer Service.
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