Manage sessions and work with applications
Omnichannel sessions
Working with multiple sessions is one of the main features of the Omnichannel for Customer Service solution. Sessions keep related data and applications together in one area. As agents switch between sessions, they don't have to worry about unsaved changes being lost. All information is still in the session when they return to it.
For example, while an agent is engaging with a customer from an SMS channel, they decide to enter a note relating to the contact. As the agent adds the note directly to the Conversation tab in that session, they receive a notification about another incoming conversation.
When the agent accepts the request, a new session is created. The agent has access to the same features and tools as in the other session, but all items are in the context of the new conversation. The agent can then easily switch between both sessions, if necessary. All captured information is still in the first session, even if the record wasn't initially saved while the agent was working on it.
Work with sessions
The session panel displays all sessions that an agent is currently working on. By default, the panel is in expanded mode, but agents can switch between expanded or collapsed mode. This option provides agents flexibility to use as much of the screen as they want while working with customers to resolve their issues. The list of sessions in the session panel changes as agents work with customers. The only session that doesn't change is the Home session, which is always anchored and can't be closed by agents.
Session titles and icons
Each session that is listed in the session panel contains a title and an icon. Session title information varies depending on whether the user was an authenticated user or an anonymous user. Sessions that are associated with authenticated users have the session name populated from Dynamics 365 record information. By default, the session displays either the name of the customer, account, or title of the case. Sessions from unauthenticated conversations display either visitor or incident (depending on the item) along with a number. For example, a session for a generic visitor might display Visitor 1 or Visitor 2.
Start sessions
Agents can start sessions in two ways: manually or automatically, based on an incoming notification.
Manually start a session
Many scenarios occur where agents might need to initiate a session manually. For example, after completing a previous conversation, the agent notices several cases that they could work on. In that situation, the agent could create a new case session related to the case that they want to work on. In another scenario, the agent might need to open a session related to a contact that they're working with. To support these scenarios, agents can manually initiate what are referred to as contact or case sessions. These sessions are related to a contact or case record in the application.
Agents can use application shortcut keys to accomplish this task. While holding the Shift key on the keyboard, the agent can select the work item that they want to open a case or contact session for. This task can also be done by selecting the Open option from the Omnichannel Agent Dashboard to start a case or contact session.
In some instances, conversations might not be automatically assigned to agents. This situation might occur when organizations support both authenticated and non-authenticated support requests. Authenticated requests might be automatically routed to agents because they're likely existing customers and the organization wants to ensure that those customers are serviced immediately. Also, non-authenticated conversations need to be worked on simultaneously. But the organization might send those items to a queue where agents can pick to work on them when they have time.
Agents can start SMS or chat sessions manually from the Omnichannel Agent Dashboard.
Automatically start a session by using the incoming notification
When an incoming conversation request is received, the agent can elect to either accept or reject it from the request dialog. If the conversation request is accepted, a session is started, and the customer summary page is loaded in the Unified Interface application area.
Close sessions
Agents can close sessions manually by selecting the X button that is located next to the session title. The button isn't displayed initially, but it becomes available if the agent hovers their cursor over the session. When the agent closes a session, they're presented with a confirmation dialog box, asking them to confirm that they want to close. Prior to closing a session, the agent should perform any necessary tasks to finish work on the item.
Omnichannel applications
Typically, an agent needs information in other applications to deliver the appropriate resolution to a customer issue. This information could be as simple as needing to view data that is stored in the customer's account or contact record. It might also require that the agent have access to data that is stored in a different line-of-business application.
The Applications pane lets agents launch listed applications from any session. Opened applications are displayed as separate tabs within that session window. If the application is no longer needed for that session, it can be closed. All other application tabs remain open. When the session is closed, all application tabs are closed, too. To ensure that sessions aren't closed unintentionally, every customer session has one application that isn't closable, which is referred to as an anchor tab.
By default, the available applications include Dynamics 365 dashboards and entities. It can be extended to include more third-party line-of-business applications. Agents can open applications by either selecting it from the list of applications on the Applications menu, or by holding the Ctrl key while selecting a link to open the new application tab. Both options open the item in the current active session.
