Omnichannel for Customer Service – Consult, filter by skills
Microsoft's Omnichannel for Customer Service now allows agents to filter by skills when starting a consult. This feature makes it easier for agents to find the right type of agent with the correct skills to consult with when faced with a difficult question from a customer. Agents can filter the list of available agents by selecting one or more skills. The feature also includes the ability to filter agents by language, which is essential for transferring customers to agents who speak their language. This enhancement is particularly useful in large contact centers where agents may not be familiar with the skills of other agents.
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