Enable link between agent availability and Microsoft Teams presence
The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also ge...
Teams Collaboration - Open Chat Panel
Can you default the teams chats side panel to open when a User session begins in D365 CE? They currently need to click on the Teams Collaboration icon to open the window.
Unread chats are represented as bold, however the unread chat count is not available today due to technical limitations. Added to backlog to discuss in the upcoming planning clycle.
Teams calling for Customer Service
Add ability for Customer Service agents to call customers directly from Dynamics 365 Customer Service Workspace using Teams integration. Currently this feature is only available for Sales.
This is under review.
MS Teams Initial change
We would like to change the initials in MS Teams.
Persist Swarm Chat
Enable persistence of Swarm Chats beyond the current 6-month threshold for Teams to preserve chat history
Swarm Chat Naming
Enable configuration of Swarm Chat name to include Case ID, in addition to Swarm and Case Title
Work-around recommendation- With swarm form now being customizable, customers can add a field for capturing critical info.
Swarm Reporting
Enable Swarm Reporting to capture Swarm participation metrics such as:
•Swarm Creation Rate (as compared to overall Case volume)
•Participation in Swarm Chat (as percentage of particip...
This is currently being reviewed by the PM team. Swarm out of the box reporting is on our roadmap.
Multiple Swarm Assignments
Enable the configuration for multiple Swarm Participants (all in Account Region/Geo) per Skill to be assigned via a Swarm request. Currently, the assignment process is limited to 1 engineer per skill, which can result in a swarm of 1, which is not functionally benef...
Swarm Notifications
Enable notifications for a team member to join the swarm to be sent via multiple channels such as email notification, in D365 Notifications, and external application notifications (e.g. Slack), not just via Teams
This is under review. However, Send in-app notifications within model-driven apps - Power Apps | Microsoft Learn -this article provides a comprehensive guide on implementing an in-app notification system.
Allow a Feature to Post the Collaboration Request to a Teams Channel
Currently, Swarm requests look for a minimal number of experts and loop them into the collaboration. It does not account for resource working hours or availability etc.
Since we already have Teams integration into Dynamics 365, we can leverage this and map specific skills into one or mo...
This feature is one of our top priorities in the Teams collaboration space.
Administrator
This functionality is presently under assessment. Our PM team is in the process of refining the spec and determining the scope of the feature.