Agent View to see which Agents are currently available
We need a place where agents can go to view who is online from their team and what their current status is. This helps when scheduling breaks and checking capacity. This information is available on the supervisor dashboards, but it would be nice for the agents to have access to this data wit...
Global Notification Banner
Strategic Customer would like a sticky global notification banner to notify users of upcoming issues, features, or news. They want users to see notifications at all times.
Notification to agent when user reply to a message
As the customer service teams are more dynamic and every agent works with multi platforms at the same time, Dynamics 365 Omnichannel Customer Service could have an option for the agents to be notified when the user replies on the chatbot.
There are many cases where an agent ha...
Improve Macro to get a lookup value of the entity form
In the agent script, we can use macros. In a macro, we would like to get value from the form. We are using ${anchor.fieldName}. But we are not able to retrieve value from a lookup field. How can we do that ? Related to that point, how can we set a value in a lookup field of the form by using a pr...
The support for passing lookup values using slugs in Macros has been introduced as part of the 2021 Releave Wave 2.
We will be updating our documentation with more examples.
Global Search - Expand Filter Options
Global Search Filter only allows filtering of specific columns. We would like the ability to add and remove which columns we can filter similiar to Advance Find and Filter functionality on main grid view
Microsoft Entra ID table missing 'Department' field
Microsoft Entra ID table is missing a most common filed in the Datatverse named as 'Department'. As this is the most common field in AD, this must be a part of Entra ID table in Microsoft Dataverse
Interactive Dashboard - Remove Timeframe Filter
Actual situation - interactive Dashboards:
At the moment, the "interactive dashboards" have couple fixed timeframes (e.g. today, yesterday, this week, last week, this quarter, etc.). At the "custome time frame" the timeframe can be adjusted. But it is not possible to set this custome tim...
Omnichannel Power BI reporting
Switching from Omnichannel historical reports who are deprecated to the new reports we loose the possibility to get a new TAB opened on loading the Omnichannel browser session containing the new reports
It's helpfull get the possibility to have a TAB with the reports automatically opened...
Dark Mode Theme
Please add a dark mode theme for D365 CE!
Dark Mode for model driven apps is feature part of the roadmap.
Communication panel
When minimised, can the Communication panel be a different colour or docked to side (slide out). It’s hard for new agents to find who are not used to the system.
Also, the voice toolbar is also minimised when communication panel if minimised. Ideally this should always be visi...
Administrator
Omnichannel provides sound notifications for both incoming conversations and ongoing conversations:
Personalize sound notifications in Omnichannel for Customer Service. | Microsoft Learn