Enhance supervisor visibility by monitoring waiting chats

In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. Until now, supervisors using Dynamics 365 Contact Center and Dynamics 365 Customer Service had difficulty monitoring these waiting conversations   With this enhancement, supervisors can

The post Enhance supervisor visibility by monitoring waiting chats appeared first on Microsoft Dynamics 365 Blog.