1

Customer Wait Time in Omnichannel

With wait time option under the tab for Conversation Summary. Could a new field be added which show the amount of time a customer has been awaiting to be answered instead on the 120 sec wait time which loops every 120 second. I will believe this shows and incorrect on how it take for an agen...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
New
1

Add Dashboard or a notification for Omnichannel Administrators in case of chat is abandoned or rejected by agent.

Adding a dashboard on omnichannel administration app or a notification in Microsoft teams to all the omnichannel administrators for the abandoned/rejected chat kind of summary. This notification may contain details like which agent rejected the chat and when. Chat can be considered as abandoned ...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Outbound Message configuration for LINE channel

Currently, seeing only outbound message can be configured only for SMS, Twitter Whatsapp. Can we have this enabled for LINE Channel too, as this is a widely used So Me channel in South East Asian countries

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Multi-browser support for OC

Our agents hit the button on the top of the article that directs them to pop out the article to a new window. Then They get an authentication error for having the application open in two places. We would love to see the ability for OC to allow for agents to have OC open in two windows.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Bring our own channel without using Direct Line

Following this document https://docs.microsoft.com/en-us/dynamics365/omnichannel/developer/how-to/bring-your-own-channel, we must integrate with Direct Line to bring our own channel into omnichannel. With a platform with hundred thousands or millions of messages, this is a costly solution. Pleas...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Please allow skill-based routing for PVA agent transfer with Omnichannel

It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Please allow switching of the instance for Omnichannel that is used by Agent transfer

Currently the agent transfer process will only allow us to link only once to an instance of Dynamics 365 with Omnichannel. The workaround to get it up again is to redeploy the bot, which is time-consuming. Would be great to be able to switch the instance (in case we make mistake in configuring, o...

Read more...

1 Comments

Read more... 1 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Pick from pick workstreams over my Capacity

I'd like a setting that makes it possible to pick from a pick workstream even though my capacity is reached. There could be several situations where I for some reason have some time over and can do a quick case/other conversation type but for now the system blocks me and tells me that my capaci...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Agent Script for Manual session

How can I configure Agent script for Manual session? Scenario: We would like to migrate from USD app to Omni channel web and customers are served by desk phone. There is no channel integration on Omni.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes
1

Agent Script - Run Java script

Can I run Java script using Agent scripts on Omni channel web.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (110)

STATUS DETAILS
Needs Votes