Use D365 team in the Omnichannel Dashboards
It is impossible to manage Omnichannel dashboards using D365 teams. For each new agent, we need to do specific manipulation to add the agent to the dashboards. Same issue when an agent is not anymore in the Contact Center.
Service Level On Omnichannel Historical
The live chat service level KPI measures the percentage of chat interactions handled within a predefined threshold (i.e 60 secs). Including this KPI in the historical dashboard will align with our need for comprehensive performance analytics and support our overall business objectives.
Omnichannel call transfers to Teams call queues and auto attendants by selecting a contact
As per the current application behavior, when an agent wants to transfer a call to a Teams call queue or auto attendant, the agent is able to look up either one of those contacts but unable to transfer a call to one of a Teams call queue or auto attendant. Instead they have to manually enter a...
Colored Conversation blocks
Based on the customer wait time, the conversation block on the conversation pane change color to Green (less than 3 Mins), Yellow (greater than 3 mins & less than 6 Mins) and Orange (greater than 6 mins)
Open Work Item Dashboard Filtering
We need additional Filtering Items on the Open Work Items Dashboard. This is applicable across all channels in Omnichannel, messaging, live chat, particularly in the Pick mode.
Need more options to organize and view Open Work Items view:
- Ability to Choose how many...
STATUS DETAILSNeeds Votes
Alter product behavior to avoid duplicate Dashboards display upon log-in
Our Agents network wide see a duplicate Dashboard (two identical tabs) upon first log-in. Microsoft confirmed that this is a product behavior to display two tabs when the user has "Omnichannel Supervisor" or "Williams-Sonoma Supervisor" role. There is no customization to prevent the duplicate...
Team filter for dashboards
Agent Dashboard built out with filters to view by team. Currently, we have to manually filter to each agent multiple times a day as the save feature doesn’t work
Agent Dashboard - Open work items - Open record to view or even better ability to add actions
Hi Omnichannel team, Currently, the only action users can do on an open work item in the Agent Dashboard (Open work items list) is to Assign To Me. Multiple users have mentioned that they would like to first Open the record to see if they can work on it or not. It would be good if users can Op...
Omnichannel Agent Dashboard - additional information on the conversation header
By default the conversation header of an entity record (case) shows the WQ, the work stream, the "case subjet", the date when the item was picked and the conversation "status reason". It would be nice to be able to provide more information on the header such as "case number" and "customer".
Omnichannel Agent Dashboard - keep selected filtering options
By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be pos...