AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ84

Configure the Dynamics 365 Contact Center representative experience

Customer service representatives need the following consistent behavior when they open work items:

  • The primary application that opens in a session
  • How the conversation interface behaves when the session starts

Configure the session templates to meet these requirements. Each configuration may be used once, multiple times, or not at all.

Drag & Drop
Define the primary application that opens in a session.
Define how the conversation interface behaves at session start.
Explanation

In a Customer Service session template, the anchor tab identifies the primary application opened for the session. Communication panel mode determines the behavior of the conversation interface when the session starts. Inbox view and notification template configure different agent-workspace behaviors.

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