What is Macros in Omnichannel for Customer Service?
In servicing customers, agents often have to make many clicks to perform simple tasks (open a form, fill out the form, save the form, and so on) and perform many repetitive and monotonous actions (greet a customer, verify a customer, send an email, take notes, and so on). These clicks and repetitive tasks can lead to human errors while agents copy and paste data. Macros in Omnichannel for Customer Service is designed to address these challenges by helping users accomplish day-to-day operations in a faster, more efficient, and process-compliant manner.
What is Macros? Nothing but a set of sequential actions that are executed by a user. You can use Macros to automate repetitive and monotonous actions, which in turn reduces human error and improves agent productivity. Ultimately, improved agent productivity leads to lower average handling time and improved customer satisfaction.
Let’s create a macro in Omnichannel:
- Log in to Dynamics 365 and open Omnichannel Administration
- Under Agent Productivity, click on Macros
Before getting into Macros, you may want to learn how to create an Agent Script click here.
3. Click on +New to create a new Macros
4. Enter some logical name and click on Save
5. Click on “Start macro execution”
6. Click on the Next step and select any Predefined automation action such as Open a new form, Save the record, etc.
7. Enter an attribute ID based on the selected action type and Save and close the macro
8. Open Agent Script and then any Agent script step where you want to run your macro. Change Action type to Macro and select macro in the Target macro field.
Why we need Macros in Omnichannel?
To automate repetitive and monotonous tasks with a single click
To minimize human errors
Adhere to business processes
Lower average handling time
Improve customer satisfaction
Create contextual and reusable macros
