Date and Time should display in the users timezone and not UTC
Can you please add a preference to the user settings so chart and table's dates and times as displayed in the user's time zone?
Call Intelligence for Customer Service Insights
Hi, Call Intelligence feature available in Dynamics 365 Sales Insight could have a good implementation also from a Customer Service point of view, to help manager in understanding how agents manage incoming calls.
Sincerely,
CS Insights team
Filter Options on Custom Fields
Hi, I would like to be able to use Custom relationship fields on the Case Entity as a filter and drill down in CSI.
Default Filter Options
Default Filter Options should be configurable and include Product Business Unit Assigned Team
A newly release feauture will help you address a part of this. Please reveiw this feature Manage bookmarks for reports | Microsoft Learn
Include a function to generate "Word Cloud" based on selection of data from existing system records in CRM
IDEA: To include a function to generate "Word Cloud" based on selection of data from existing system records in CRM"
Use case: to have a word cloud showing the most popular enquiry/feedback received from xxx during the period of yyyy.
Thank you for your feedback. We have created a topics dashboard to help you understand the key topics handled by your contact center in the past. Omnichannel Conversation Topics Dashboard | Microsoft Learn.
Session Ownership Omnichannel Customer Service
Issue: Currently the product design is setting default user ownership to a omnichannel session when a agent is disconnected(AgentTimeout) , Agent reject (AgentReject) the chat .
So this will not give a correct idea which agent has rejected the chat...
This feature was made available recently - Refere to Use Omnichannel for Customer Service metrics | Microsoft Learn
Filter Options should be searchable
Please allow Filters to be searchable. Currently when there is a large list of queues or agents it should be easier to select your desired filters.
Thank you for sharing this idea.
Closing this as it was delivered during our previous release.
Ability to map additional fields (e.g. category) and custom fields
Category and additional custom fields are very frequently used in the case entity, ability to map additional fields will bring help to cover increased number of usecase.
We have release a new feature Visual customization of historical analytics reports in Customer Service | Microsoft Learn that will help you address this secenario. Please review this and get back to us if you any questions.
Semantic understanding and clustering in other languages than English
In tonights Web Conference: Dynamics 365 for Customer Service -Core Customer Service Enhancements (DYN577PAL) semantic Case topic clustering was presented, which looked very promising. And with very small means you could give Thumbs up or Thumbs down to halp the AI learn or move Case topic to ...
Thanks for the suggestion! We have shipped support for four additional language models (Japanses, Italian, Portuguese and Simplified Chinese), bringing our total to eight languages supported other than English. More details can be found here: Improved support for topic generation for non-English case titles. In addition, any languages that are explicitly called out are supported through a mixed-language model. Please try out the capabilities regardless of the language and share any feedback in our community: https://aka.ms/csicommunity.
Sincerely,
Customer Service Insights team
give me analytics on my support call
better analytics on support call duration, ftf etc.
Please reveiw these new features that we have deployed to be available out-of-box - Real-time analytics voice report | Microsoft Learn and Voice channel historical analytics and call insights | Microsoft Learn
Administrator
We have released newer version of analytics, including real-time reports Overview of real-time Omnichannel analytics dashboard | Microsoft Learn that let uses select the time zone.