check before: 2025-04-30
Product:
Power Apps
Platform:
Online, World tenant
Status:
Change type:
New feature
Links:
Details:
We are announcing the Manage business rules for omnichannel agents feature for Power Apps. This feature provides the ability to build and configure rules for an IVR (Interactive Voice Response) agent within Power Apps. This feature will reach general availability on April 30, 2025.
Change Category:
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Scope:
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Release Phase:
Created:
2025-04-02
updated:
2025-04-02
Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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MS Urgency
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MS workload name
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summary for non-techies**
The new "Manage business rules for omnichannel agents" feature in Power Apps enables administrators to easily configure IVR systems using Dataverse tables, allowing for quick adjustments without complex programming, which is particularly beneficial during emergencies or sudden changes.
Direct effects for Operations**
IVR System Instability
If the new business rules feature is implemented without proper preparation, it may lead to instability in the IVR system, causing incorrect routing of calls and delays in customer service responses.
- roles: IT Administrator, Customer Service Agent
- references: https://www.forbes.com/sites/bernardmarr/2021/01/25/the-top-5-technology-trends-in-2021/?sh=5c1c1c5e7c3b
User Experience Degradation
Without adequate testing and preparation, users may experience degraded service quality, such as longer wait times and miscommunication, leading to frustration and decreased customer satisfaction.
- roles: Customer Service Agent, End User
- references: https://www.gartner.com/en/newsroom/press-releases/2021-10-06-gartner-says-three-quarters-of-customers-are-more-likely-to-recommend-a-brand-that-uses-ai-to-improve-customer-experience
Configutation Options**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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Last updated 2 weeks ago
