Ring all functionality
Using the working distribution methods, please add a "ring all" functionality.
In case of emergency the workitem (call) will be offered to all available agents at the same time. The first agent who will accept this call can handle this one.
Special for Contact...
Enable user to customize 'Conversation' entity
Enable user to customize 'Conversation' entity. There are a lot of business industry in real world, for example: automotive, banking, insurance, healthcare, etc. The problem is, on current environment, Conversation entity cannot be customized. And Agent need to check related information from sel...
Editable Resolve Case dialog box
Dear, A product suggestion that a lot of clients have: make the 'Resolve case dialog box' editable. A similiar request will be implemented in 2019-wave 2 for the opportunity close dialog box. https://experience.dynamics.com/ideas/categories/list/?view=New&viewId=feb96173-d81b-e811-8108-386...
Configurable case resolution page feature was released with Wave 1 2020.
Documentation: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-modify-case-resolution-dialog
Add "Hourly" as an option of Reset Frequency of the Capacity Profile
Current Challenge:
We have observed that when an agent is the first to log in and becomes available in D365 after off-hours, they receive all the accumulated cases from the queue. This results in an unfair workload distribution, effectively "punishing" the first agent wh...
Customisable Sort Order for Capacity-Based Agent Prioritisation
The current out-of-the-box "order by" options do not support customisation to specify ascending or descending ordering.
For instance, when using "unit-based available capacity" for ordering, an agent with 100 remaining units is prioritised over an agent with 70 remaining units...
Holidays & Absences - Reactivation of cases does not look at absence of agents
With the calendar view we certainly benefit from seeing agents availability, however there is no feature to manage “absence of agents”. For example if an old case reopens, it automatically reopens to the agent who was handling the case. When he/she is absent, the system does not take that into ac...
Thank you for your feedback.
The working hours of the agent can be set to none for that day to indicate the agent is out of office.
Thanks,
Microsoft PM
All Activity types for Routing
At the time of submitting this Idea, it seems that activities cannot be routed in Omnichannel. This is an unfortunate oversight, as it is as important to be able to route activities, as it is to route Cases. At present, it is possible to add most entities to Omnichannel for routing by enabling ...
Hello,
Thanks for your input!
We have started supporting the routing of multiple types of records using Unified Routing. Please review this documentation to know more - Enable entities for queues in unified routing
Best,
Prathmesh Todakar,
Product Manager, Microsoft
Case is in multiple queues error
We are using Dynamics CRM 2011. In some cases, clicking Queue Item Details displays the message "This record is in multiple queues. Go to the specific queue to view the details".
I'm required to clean up the existing duplicates queue items using Advanced Find manually. The issue app...
Thank you for your feedback.
We fixed this behavior as part of the Oct/2018 release. Upon re-activating a case and further upon clicking 'Queue Item Details' , you'll be able to see the active queue item.
Sincerely,
Vamsi
PM,Microsoft.
Multiple queue/workstream prioritisation/routing options
Currently, there is no way to prioritise the distribution of work to agents between multiple queues or workstreams. It is only possible to prioritise work within a given queue - but not have control over the assignment logic across multiple queues.
Now that Dynamics Omnichanne...
This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs.
Regards,
PM, Microsoft
Support for inline embeded images when composing in browser
We are using Server Side Sync such that inbound emails result in either new or updated cases.
Our users now use CRM to compose emails in response to incoming client emails, where before they used Outlook connected to shared mailboxes.
The email editor in Dynamics via a brows...
Thank you for your feedback.
We released this feature as part of the functionality in April 2020.
Please refer to the following link for more information:
Sincerely,
PM,
Microsoft.
Administrator
We are glad to announce that this feature will be released in April Wave 2023 release. Please check the release notes for the timelines - Customize, extend the conversation entity | Microsoft Learn
Thanks for providing your valuable feedback with us.