Case Management Agent function testing
Currently the Case Management Agent is only limited to work on Cases that are created via ARC (Automatic Record Creation), which means a complete mailbox and Server-Side Sync set up is required to test the Agent's functionality.
The Agent does not work on any cases that are no...
Case Origin field Set to as per the channel
CreateCase from a conversation is setting this case origin as chat instead of voice.
"Case Origin" field should automatically reflect the conversation's channel such as 'Voice'.
Supervisor Notification on Negative Sentiment
We want supervisors to be notified when negative sentiment is detected in a conversation or support session within Dynamics 365 Contact Center.