Tag: information

Omnichannel Supervisor Tools

While I’ve covered a lot of different pieces of functionality from both the end customer & agent experience, I haven’t really touched on the Supervisor experience to date. With the release of a nice little piece of functionality for it around Sentiment Analysis, I’ve therefore decided that it would be a good time to take a look at it.

Now obviously supervisors exist, in the sense that any contact centre would have managers in place to manage the agents. Indeed, they may actually handle customer queries directly as well – miracles have been known to happen! 😉

Really the aim of the supervisor role within Omnichannel is intended to help customer service managers or supervisors enhance their team’s performance and improve customer satisfaction. They need to ensure that customer queries:

  • Are being responded to quickly within an accepted period of time
  • have agents that are providing the right information necessary to handle the query
  • Are handled in a satisfactory way
  • Leave the customer feeling positive & satisfied around the interaction

To this end, the supervisor role includes access to various dashboards & views on the sessions that are taking place. From this, they’re able to ensure that KPI’s are being met, that queues aren’t overflowing, and that agents are carrying out the right work.

Please note that PowerBI Pro or PowerBI Premium licenses are required for users with the Supervisor role in order to access & view these dashboards

On-going Conversation Dashboard

The on-going conversation dashboard is one of the first tools available to supervisors. In this, they can see the entire ‘landscape’ at one glance, covering:.

  • Which conversations are currently active
  • The queue that the conversation has come through
  • The channel that the conversation has come through
  • Which agent is currently handing the interaction
  • The sentiment of the customer experience (more on this below)

Through this, there’s a wealth of knowledge that the supervisor can use. If a conversation doesn’t appear to be going well, they can reach out to the agent who’s handling it, and ask if they need assistance. They can be ready to offer escalation resolution should it be needed.

Supervisors are also able to allocate any conversation that’s an in ‘Open’ state (ie it hasn’t yet started) to a specific agent, or to a specific queue.. They would do this by selecting the conversation in the window, clicking the Assign button (which appears when the conversation is selected), & selecting either Agent or Queue. Depending on which option is selected, they can then select the agent or queue that they wish to.

Furthermore, supervisors are also able to monitor any conversation that is happening (as long as it’s in the Active or Wrap Up stage). When doing this, the customer & the agent don’t know that the supervisor is monitoring the conversation (unless the agent requests it, of course). Through this, they can keep an eye on how things are going, and if they feel it’s necessary, they can join it (without needing to be invited to it). Of course when they join the conversation as an active party, the customer is then notified about it.

To do this, a supervisor would select the conversation (providing it is in the ‘Active’ or Wrap Up’ state) and then can click ‘Monitor’. This action triggers a new session for the supervisor to be pulled into the conversation.

Sentiment Analysis for Supervisors

So one of the really cool features (in my opinion) that’s recently appeared is the ability to use sentiment analysis to automatically alert supervisors.

You’re able to choose the level of sentiment that you want supervisors to be alerted on. When a conversation reaches the predefined level, the supervisor will get a prompt like this:

Sentiment analysis notification

They can then click through to either monitor the conversation (& help out if necessary), or to ignore it. This can be really helpful as it’s allowing the supervisor to be proactive, rather then needing to keep a close eye all the time on the supervisor dashboards. Indeed for a large contact centre, there could be dozens or even hundreds of conversations happening at the same time, so this will immediately flag these conversations to them.

Intraday Insights Dashboard

The Intraday Insights dashboard gives information around KPI’s that are in place for the company. This does need to be configured before supervisors are able to access it – I’d recommend looking at the extensive guide on how to do this at https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-intraday-dashboard-supervisor.

There are two sections that are included:

  • Conversations insights
  • Agent insights

Conversation Insights

This section gives supervisors insights into conversations that have occurred over the last 24 hours, against a range of KPI’s. This is therefore a ‘rolling state’ dashboard, without the ability to go back further over time, or pick a specific date-range. If this ability is needed, then the Agent Insights dashboard will be used.

Conversations insights dashboard

As you can see from the image above, we’re looking at metrics across different sorts of KPI’s:

  • Average wait times
  • Average handling times
  • Conversations exceeding specified criteria

This can be very helpful on an on-going basis to see how the contact centre is performing overall, over the time period. Drilling down into these items can help identify bottlenecks & choke points, which can then be worked on to provide better service & efficiencies.

Agent Insights

This part of the dashboard gives information across various health & status items on any given day. Using this, supervisors can drill down into issues that may not be visible through the conversation insights dashboard.

From the screen above, we can see that things like conversation states, agent status & participation modes are available to view.

Because these are PowerBI dashboards, it’s possible to drill down further into them, filter by item (eg queue, agent, etc), and see very specific stats about items.

I hope that this proves to be helpful in understanding some of the tools that are available within Omnichannel for supervisors, and the help that they can give in running an efficient and productive contact centre!

Ramon Tebar on The Oops Factor

Finding out what Ramon misses about Spain, and the wonders that he’s discovered in London. If you’re ever in the mood for a stroll along South Bank, drop him a line!
Going into details around his background as a pure .Net developer, and what happened on a project for a contact that didn’t go through proper requirement gathering. Quite an interesting story.

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Updating User Settings with Power Automate

Here’s a scenario that could be all too familiar to us. We’re on-boarding users (to either Dynamics 365 or a Power Platform app), & they’re new to the environment that it’s deployed to. So they’re set up, and all ready to go. Suddenly they start asking why records created (or modified) by colleagues show up as having the wrong time on them.

Reverse Wall Clock Unusual Numbers Backwards Modern Decorative ...

Does this sound familiar? I’m sure it does to quite a few people out there!. See, there’s no way to set a default system-wide time zone in Dynamics 365 (or Power Platform). At least not that I’ve come across – if you know of one, please comment below with instructions as to how to do this!

As a result, users are given the default timezone, and need to change it. This is easily done through the Personalization settings area in the app. Users click here, and then select their appropriate time-zone. Brilliant…or so you’d think.

See, when it’s one or two users, it’s generally OK to tell them to do that. However, when it’s 200 or 2000 users, you’re going to get push-back. The last thing you want is for a large number of them to start contacting you to work out how to do it (read the instructions, perhaps?).

User queue stock photo © zam ri (OneO2) (#258450) | Stockfresh

I’ve had this scenario over the last week, where the client actually told us that they didn’t want us to tell users to update it manually. They wanted a better solution.

Well, there is a solution out there to update users. It’s the ‘User Settings Utility’ app that’s in the XrmToolBox (https://www.xrmtoolbox.com/plugins/MsCrmTools.UserSettingsUtility/). Really neat & nifty, and does just what it says on the box. Simple enough to select users (or all of them at a time), select the time-zone you’re wanting to apply to them, and click a button. Hey presto – it’s been updated

Hmm. But what if you didn’t want to have to do this manually. Or (and this is what I was dealing with), there were decent enough number of users being added to the app every few days, & I didn’t want to have to do this as a manual task.

So I started digging into how the time-zone setting was actually stored. It turns out that there’s an entity called ‘User Settings’, which is associated with a User record. Oh, and if you’re going to want to take a look at this entity to see what it contains, it’s NOT available through the front end. You can’t go into the entity list and just display it (though if you’ve found a way to do this through the Power Platform NATIVELY, drop me a line, please?).

Anyhow, back to things. There’s a value for ‘TimeZoneCode’, which maps to a specific time-zone. Aha, I thought! Right – now what’s the best way that I could work out to do this automatically. Checking in with some contacts in the tech community (thanks BlackOps etc!), Power Automate was suggested, so I started to see about how I could go about it…

So, I created a Power Automate Flow (haha…I got the name right there!). On creation of a new user record, it would programmatically go away and update the value to the one for the time-zone that I wanted it to be set as. This actually worked really well.

The only drawback is that through the user interface, it’s not actually shown as being updated, though it has been. Or sometimes it changes, but doesn’t reflect it accurately. This is somewhat annoying, and caused me quite some confusion between checking the front end to see if things were working, & confirming through the back end (& opening records up) to see that it was. I still have NO idea why this was happening.

Before changing my settings
After changing my time zone to USA (EST)

For my specific scenario, all of the users are in the UK, so I set it to update every user on creation to the UK time-zone. Obviously if you have users in different time-zones, you’d want to set this differently. This shouldn’t be an issue though, as you can expand the Power Automate Flow and add logic conditions/branches to be able to do this.

Now I think that this is pretty cool, and I couldn’t find anything out there for this. I’ve therefore decided to release this in a small solution, for others to be able to use. Part of this is the entire list of time-zones with their specific codes, so that you can update to whichever one you need to.

Update Timezone for New UsersDownload

I hope that this helps solve a small but annoying problem (at least it did for me). Please do provide feedback if you want to!

Ben Vollmer on The Oops Factor

Talking through Ben’s love of cars & sound systems (he has friends who have been on Pimp My Ride), how he actually really respond to long emails (and the outcomes from that), and what he really thinks of Outlook-reminder style app. Also touching on the important of empathy in the workplace, and getting better from mistakes.

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Matt Weston on The Oops Factor

Finding out from Matt as to how he got into vlogging (video blogging) to begin with, and the special test that he uses when explaining technology concepts. Matt shared with us about his special ‘love’ of Sharepoint content types with inheritance, how he occasionally does a spot of ‘pruning’ with Sharepoint forms, & the absolutely important of community!

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Omnichannel – Pre Survey Responses & Routing

I’d like to start off here by admitting that in a previous blog post that I put up, I mentioned that it’s not possible to route customers to different queues through the chat itself. That was wrong – thankfully several very nice people at Microsoft reached out to let me know how it’s done (thanks BTW for reading my blog!). I therefore thought it would make a good article, as people do ask me about this from time to time.

So, how exactly does Omnichannel facilitate this? Well, there are two parts:

  • Pre chat surveys
  • Routing rule items

Pre chat surveys

These surveys are really quick & easy to set up (or even more complicated, if you so desire). To start getting to grips with them, open a Live Chat record, and go to the ‘Pre-chat survey’ tab

Here, you’ll be able to set up your questions, which is done by clicking the ‘Add Question’ button. When you do this, you’ll get the following prompt.

So, three of the four questions are really quite simple. You need to give it a name (as every system record needs), the actual question text, and whether it’s mandatory or not. The fourth question ask you what sort of question type you’re looking for. The options available are:

  • Single line of text
  • Multiple lines of text
  • Option set
  • User consent

If you select ‘Option set’, you’ll be prompted to enter the values. These should be separated by a semi-colon character:

With our pre-chat survey questions being set up, let’s see how we go ahead and use them for routing.

Workstreams

If you go ahead and open up any workstream record, you’ll see several tabs available. Two of these tabs are Context Variables, and Routing Rule Items. There’s usually one workstream per chat channel, with setting options within it as required. Opening up the workstream for the Live Chat, we can see them there:

Let’s take a closer look at the Context Variables first. Going to this tab shows us the following:

Woah. Where did those entries come from? I didn’t enter anything here – though I can create context variables if I want to.

Well, remember those pre-chat survey questions that we created? Each time one of these is created, it creates a context variable record for the workstream that the chat is associated to. So each of my questions (and I have four of these) now have a corresponding entry.

OK – so the system does that. But how does that help me when looking at trying to route things?

Simply put, these are the building blocks that we’ll set up in the Routing Rule Items to flow the customer chat through to an appropriate location. Let’s go and create one to see what happens.

We need to set the queue that this rule to apply to. Then we’ll go ahead and set the condition/s that we’re wanting to apply for this queue. There are several different possibilities to start with:

Selecting the entity that we want to use for the rule will then allow us to pick an attribute for that entity. So;

  • Account, Contact, Case & Live Chat Context will give an option to select one of the attributes from the entity
  • Context Variables will give the available context variables to choose from

You’ll then be prompted to select an Operator. These will vary depending on the type of field (eg a number field will have additional options such as Greater Than, Smaller Than, etc)

Finally, you’ll enter the value that you’re looking to match with for the condition. This is free text (it’s not auto-populated with values). So in summary, you’ll have something like the following:

And tadaa! it’s active. Brilliant!

We’re able to stack up multiple conditions to cover specific scenarios. An example could the following:

  • Customer has a Kawasaki motorbike (not a different make)
  • Customer’s annual spend falls into the ‘high spend’ bracket

There are plenty of other scenarios that can be covered, and the conditions allow this to cover quite complex situations.

So, some things to note around workstreams & routing rule items:

  • You can have multiple routing rule items per workstream, each one routing to a different queue. These are evaluated in the order that they’re saved in. Eg if there are 4 rules, an incoming chat will be evaluated against rule 1, then rule 2, etc
  • When a routing rule condition is met, the chat gets routed to the destination. No other evaluation against the remainder of the rules is carried out

I hope that this has come in useful, and put some interesting thoughts into your mind as to how you could implement this at your organisation or clients!

Omnichannel Install/Update Errors

I’ve had an interesting time over the last week or so. Several people have contacted me about trying to either install Omnichannel, or upgrading to the latest version. These differ based on what the user was trying to do.

When trying to install into a new environment, the error says ‘To add this channel, you must have an active subscription to Dynamics 365 for Customer Service Chat or Digital Marketing’. This is especially strange as a trial environment (for testing purposes) doesn’t actually require these licenses. It only requires a Customer Service Enterprise license.

When trying to upgrade an existing environment, there’s a different error. This one says ‘We are unable to check for upgrade as you don’t have the required permissions. You need to be either a global administrator or a Dynamics 365 service administrator to check for upgrade. Transaction Id: 0cc1f6be-32f1-476c-8071-acc4d8475e63’. However the user has the Global Administrator role (which obviously also includes the Dynamics 365 Administrator role as well!

image.png

Now I love being able to share my knowledge & help others. That’s one of the main reasons why I started this blog and why I share information that I feel is helpful & useful to the wider community. So I was more than happy to try to help the people who had reached out to me, and jumped on a screenshare session with them (using Microsoft Teams, I may add!).

They were indeed getting the errors mentioned. Nothing that I could suggest helped to rectify. To try to diagnose & compare, I jumped into my own environment. To my absolute surprise, I was greeted by the same issues!

Nanny Knows Best: Shock Horror Probe - People Take Responsibility ...

I knew that it hadn’t been occurring several weeks back, as I had carried out some maintenance work in my own tenant & everything was working fine. I double-checked everything on my end, and it all seemed to be set up correctly.

I therefore decided to go ahead and log a ticket with Microsoft Support. I had a sneaky feeling that it was something, somewhere, to do with the Wave 1 2020 release upgrade. This had happened 2 weeks back (since I had last been into the Omnichannel setup), and I was figuring that something could have gone wrong.

This feeling was boosted by hearing that someone else who was having the same issues had also logged a ticket with Microsoft Support, and they had resolved the issue for the affected tenant. In doing so, they had mentioned that the back-end hadn’t been configured correctly, and got it fixed.

My support agent was a lovely guy called Tomasz, based in Portugal. Emails initially exchanged, we then jumped onto a Teams screenshare session so that I could demonstrate the issues from my side. He was very helpful, and immediately got to work. Within 12 hours I had received an update from him on the situation. They had identified the problem, and were working on a fix.

I had mentioned to him that I knew it wasn’t isolated to my tenant, or even region, but that other people across the globe were also experiencing this. I suggested that whatever fix would be found should be rolled out on a global scale (if applicable).

The crux of the problem seemed to be that with the Wave 1 2020 Release, there had been a change in the architecture of the Omnichannel total solution. Everything still appeared the same through the interface, but under the hood there had been some changes (I have no idea of what actually had changed though).

For new instances (whether Trial or Production), the solution was installing with the new architecture. However all existing systems (whether Trial or Production) had the old architecture, and the Wave 1 2020 Release wasn’t upgrading it to the new one. It simply failed, giving the different error messages.

The fix that was needed was actually quite simple, and only took a few minutes. I had to spin up a new trial of Customer Service within my tenant (which would expire within 30 days). Doing this re-installed the Customer Service solution, & included the new Omnichannel architecture. As a result, after waiting around 5 minutes I was able to open the Omnichannel Administrative Settings, and upgrade my existing Omnichannel deployment. I was also able to deploy to another new environment without any issues. The problem had been solved!

Joyful Green Monster Saying Hurrah Vector Sticker Illustration ...

Overall, this support ticket was an example of how support should be/work. I’ve had times before when it’s unfortunately not gone like this, which makes me value this all the more so.

So, lessons to learn from this. Well, if there’s an issue with deploying Omnichannel to a new environment, or upgrading an existing deployment, fire up a trial of Customer Service, and that should fix it. Brill.

I do wonder how this managed to creep in. Obviously one of the main parts of deploying any new major solution is thorough testing. Perhaps it could be that due to the size of the actual Omnichannel solution, something was overlooked somewhere? It would be good if this sort of situation would be avoided for future releases, and functionality build in to automatically upgrade the Omnichannel solution if it has an old architecture.

Update. I’ve actually had feedback from the Omnichannel team around this. Essentially there’s something different about Trial environments, and this issue only affected them. Production environments (ie with paid-for licenses) wouldn’t have experience the issue. I don’t know why they’re different, but somewhere they are!

Iain Connolly on The Oops Factor

Talking with Iain about his gaming console selection & finding out about bulk-updating fields in Prod with the XRM Toolbox. Some UN-expected consequences, and a major cleanup operation that was needed!

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Omnichannel – Chat Setup

Looking back at the information that I’ve already posted on around Omnichannel for Microsoft Dynamics 365, I seriously can’t believe that I haven’t already done an article on how to set up a chat channel. I know I’ve talked about some of the functionality within chat itself, but it’s now time to sort this out.

This was the FIRST thing that I did when I got my first Omnichannel environment up & running. The feeling of satisfaction when it was all complete and worked was incredible. I think I may have bounded out of my chair, punching the air!

So, with that all being said, let’s see how to go about it. It’s not that difficult, and there are some helpful settings within it. The functionality has also increased with the Wave 1 2020 release, which is quite cool.

Now, you can create multiple chat channels, and position them where you want to. Each chat channel can point to a different workstream, and then feed into a different queue (more on that in another post).

To create a chat channel, go to the Omnichannel Administration Hub, select ‘Chat’ in the left hand menu, and click ‘New’

You’re then presented with a new Chat record window, to set it up. It’s actually quite simple to go through, with tabs providing different options. Don’t forget about these!

A few things to point out from the main page:

Chat Design

Once you’ve filled in the main information, switch to the Design tab. Here you’ll be able to configure the look & feel of things:

Now at this point in time, you’re only able to use the pre-defined theme colours for the Omnichannel chat widget. That’s not to say that you can’t work around this – if you use an Azure bot, or a custom bot (which needs to be using the Azure bot framework, admittedly), you could set a custom colour there.

You can change the logo displayed – this needs to be a publicly accessible online image. This can result in some fun looks!

You can also set Operating Hours for when the chat will be active (see https://thecrm.ninja/handling-company-hours/ for how to set this up).

Pre chat survey

Heading to the pre-chat survey tab, we can set up survey questions for the customer to answer before the chat actually starts with an agent.

There are some nice options here:

  • Being able to set questions as mandatory or not
  • Different answer types available. Eg text (single or multi-line), option-set, or user consent

Now at this point in time, it’s not possible to use the answers given (eg with using an option-set) to route a customer to a specific queue. It would be amazing if this would happen, but it’s not there yet. Instead the information from the pre-survey questions are displayed in the agent interface. This is aimed at being able to gather information upfront, rather than the agent needing to ask for this during the chat session

Location

The next tab allows the ability to tie the chat widget to a specific website. This means from a security point of view that if someone copies the source code from your webpage, it won’t work on a different website. If no domain is specified, the chat widget can be embedded on any website, without restrictions. It’s a useful concept that can be handy in certain scenarios.

We’re also able to capture the customer geo-location. This will prompt the customer to allow their location to be shared with the agent. If the customer doesn’t consent, then it won’t be shared. Note that this does require Bing Maps to work

Conversation Options

Part of the Wave 1 2020 release has been additional functionality for Omnichannel agents to use. This includes abilities to call, co-browse, and screen-share during customer chat sessions.

I’m going to going into detail around these options in a separate post. I’m also going to be looking into the current solution providers for this, and seeing what each one provides above & beyond Omnichannel integration

Custom Messages

The final tab gives the option to use custom messages for some of the system functionality. Essentially things like starting a chat, ending a chat, and chats timing out all have messages around them.

These are things like ‘An agent will be with you in a moment’:

What custom messages allows you to do is to change these. So for example, you could set up the following to be displayed:

I hope that this has been helpful in seeing how you can set up a chat channel. Stay posted for how to set up the other channels as well!

Omnichannel Desktop Notifications

I’m quite regularly asked various things about Omnichannel. One of the most regular questions goes along the following lines:

Are we able to show a desktop notification to our agents, when they’re not on the Omnichannel Customer Hub screen?

Let me explain what this is all about. When an agent is logged into the Omnichannel Agent Hub, and a new chat comes in, they get the following prompt on their screen:

They can then accept it (which will open up a new chat session), or reject it (which will send it back to the queue).

But if they’re not on the browser tab that Omnichannel Agent Hub is open in, they won’t see any notifications. At all! So they miss out on this, and the customer isn’t engaged with. This obviously is undesirable from a business perspective, as it could even result in losing the customer. So the answer, until now, has unfortunately been ‘No’.

Now in the past when this has come up, I’ve suggested that people take a look at either:

However in my experience these haven’t really been suitable for Omnichannel. This can be due to various reasons, including the client, the requirements, or the infrastructure itself. It’s always been a real annoyance to things, and something that I (& many others) wish would be in place. Several of us have given previous feedback to the product team that this would be really useful to have.

Companies want their agents to be as productive as possible, and this therefore results in a gap in their potential productivity.

Well, the amazing news is that the Product Team for Omnichannel have listened to the feedback given. Not only that, they’ve actually acted on it!

As part of Wave 1 2020 functionality, we now have Omnichannel desktop notifications! This can cover the following scenarios:

  • The Omnichannel agent has minimised the Omnichannel Agent Hub app
  • The Omnichannel agent is working on another tab of the browser
  • The Omnichannel agent is working in another browser window

So what does this actually look like? Well, it’s quite nice & neat to see:

Desktop notification

Very helpfully (in my opinion) it even tells you the browser that’s being used. Users can be running multiple browsers, and this helps as a reminder. If a user has multiple different browsers open, this can assist with working out which one has Omnichannel running in.

Now, there are several different actions that will happen, depending on the agent reaction to the notification:

  • If the agent clicks on the text (but not one of the buttons), it’ll open up the Omnichannel app, and show the agent the notification within the app. They can then choose to accept or reject it within the Omnichannel app
  • If the agent clicks the Accept button, the Omnichannel app will open up & be active, and the session with the customer will start
  • If the agent clicks the Reject button, the notification will go away, and the customer will be returned to the queue

Lets take a look again at the notification within the app itself:

There’s a ‘Wait time’ contained with it. If the wait time expires without the agent doing anything, the conversation is returned to the queue.

This value can be configured by the Omnichannel Administrator, to whichever setting fits the organisation. To do this, go to Notifications in the Omnichannel Administration Hub, open up the notification that you’re wanting to modify, and change the value shown below:

However, you’ll note on the desktop notification that there’s no ‘Wait time’ included on it. This is because the way that notification appears on the desktop doesn’t allow for it to be shown. That isn’t to say that it’s not applicable – the agent will still have the same amount of time to respond. If they don’t respond within this time, the desktop notification will disappear.

Now, there’s still something that the agent will need to do in order to have the desktop notifications to appear. They’ll need to give the browser permission to allow it to happen. The first time that it occurs, it’ll prompt the user as follows:

Allow desktop notification

When the user clicks ‘Accept’, it’ll save the setting, and the desktop notifications will be pushed through. Obviously if they don’t, the desktop notifications won’t appear!

There can be occasions when this still doesn’t work. The below items should help you troubleshoot any these, or similar situations:

One thing that’s also really useful to know is that all of this isn’t just for new customer conversations. The functionality for desktop notifications also covers:

  • Incoming chat conversation
  • Incoming SMS conversation
  • Conversation (work item) assignment
  • Conversation transfer
  • Conversation escalation
  • Conversation escalation from a bot

So really the whole gauntlet of agent interactions that they’d be doing on an on-going basis. Which of course is really helpful, and highly useful.

I’m really quite happy that this has come out as part of the Wave 1 2020 feature items. I’ll be continuing to go into depth around the other functionality that’s part of this release. For the moment, I’m also going to quietly wonder what the product team are going to include next – I’m sure it’ll be very helpful!