Top 10 new features in Omnichannel 2020 Wave 2 release
2020 Wave 2 release notes bring many great features for Omnichannel, to improve agents’ productivity and experience. In this blog, I will be explaining TOP 10 new additions to Omnichannel for Customer Service (some features are in Preview). Some of the great additions are Post-conversation survey, Alert on Sentiment, Real-time translations and many more. If you are new to Omnichannel for Customer Service to learn more.
- Personal Quick Response: Agents now allow to create their personal Quick Replies, Omnichannel Supervisor or Admin needs to enable this option for agents.
Open Omnichannel for Customer Service App, Click on + to add a new Application tab.
Agents can add personal quick replies and add Tags. Tags are also available for global quick replies.
2. Automated Messages: Automated message will be sent to customer/visitor on certain trigger i.e: Customer started a conversation on a weekend/non-business hours or Session ended by agent etc.
You can choose a channel, Language, recipient etc. for this automated message.
3. Post conversation survey: Most awaited feature, Post conversation survey in Form Pro (Customer Voice). Now, you can send a link or display survey questions after a conversation is finished. Click Here to learn more about how to configure a survey.
4. Real-time chat conversation/message Translation: Omnichannel Admin can turn on and add a web resource for real-time translations.
Whenever an agent detects a foreign language, they can enable real-time translation.
5. Voice/Video calls: Call option is not new in Omnichannel, But in Wave 2 the performance is better.
Agent can choose to call voice/video to the customer.
6. Sentiment Alerts: Whenever the sentiment of a conversation is decreasing than threshold, agent and supervisor will get alert. You can set different sentiment thresholds for agents and supervisors.
7. Auto change agent presence/Missed notifications: Whenever an agent missed a conversation notification, with this option you can auto inactive agents’ presence.
8. Enable/disable Supervisor Monitor and Assign: You can choose whether a supervisor can monitor and assign a conversation or not.
If a conversation is in an Open state, the supervisor can assign a conversation to an agent or a queue.
9. Auto-assign work item: When auto-assign is enabled, a conversation will assign to an agent instantly and there will be no reject button on the notification template.
10. Chat reconnect: If you enable this option, whenever a chat is disconnected in middle/during a conversation it will auto-connect to the same agent to improve customer satisfaction.
Hope this blog will be helpful to you, stay tuned to learn more about the Omnichannel strategy from Microsoft.
