Omnichannel and Customer Service workspace Blog and eBook

Welcome to my Omnichannel and Customer Service workspace eBook and CSw blog.

Here you will find many articles, blog posts and how-tos I have written to help you learn, implement and understand Microsoft Omnichannel and Microsoft Customer Service workspace.

Please reach out if you have any feedback.

Contents

1. Installation
   1. Installing Omnichannel
   2. Upgrade Omnichannel
   3. Migrating Configuration Between Orgs
2. Configuration
   1. Set up Chat Widget
   2. Authenticated Chat on a Power Apps Portal
   3. Proactive Chat
   4. Custom Context
   5. Getting Conversation Id and Session Id in Chat
   6. Toggle Productivity Pane with App Profile Manager
   7. Customizing Color Theme and Operating Hours
   8. Identifying Customers and Cases with Pre-Chat Survey
   9. Authenticating Omnichannel Users
   10. Skill-Based Routing
   11. Unread Messages
   12. Assign and Transfer Chats
   13. Supervisor Monitoring of Conversations
   14. Configuring Nicknames for Chat
   15. Show Pre-Chat Survey Variables in Agent Alerts
   16. Personal Quick Replies for Agents
   17. Desktop Notifications
   18. Agent and Workstream Capacity
   19. Inbox View
   20. Proactively Monitoring Sentiment
   21. Chat Widget Location
   22. Build Expression to open Agent Scripts Dynamically
   23. Hide or Show an Offline Chat Widget
3. Functional
   1. View Chat History
4. Developer
   1. Using OData Queries
   2. Passing Session Context Variables from Chat to Web Resource
   3. Customizing Omnichannel Forms and Agent Experience
   4. Get Conversation Id and Custom Context in JavaScript
   5. Customizing the Live Chat Widget 2.0
5. Power Virtual Agent (PVA) Bot Integration
   1. PVA Bot Handoff to Live Omnichannel Agent
6. Unified Service Desk
   1. Running Omnichannel on USD