Automatic Dashboard Refresh
It would be ideal if the application automatically refreshed the views on some interval. For example, in the current state, users assign cases to themselves and work the case, resolve etc. Then when they go back to the view where they pick which cases to work next, they must manually refresh...
CSW app Closing Sessions issue
In the CSW app, there are two buttons at the top next to the Navigation Panel hamburger. Scenario is you are working on the Home open the Case from the panel, this opens a new tab under the Home button. Then you open a case by double clicking on it. This opens a new session. When you close tha...
Allow Role-Based Default Landing Pages Within a Single Copilot Service Workspace Application
Currently, Copilot Service Workspace does not provide a supported out-of-the-box capability to configure different default landing pages for different users based on their security roles within the same application.
We have a business requirement to use a single Copilot Service W...
Make Dynamics 365 Contact Center Inbox Auto-Refresh Interval Configurable
Currently, the Inbox in Dynamics 365 Contact Center automatically refreshes every five minutes as part of the out-of-the-box experience. While users can manually refresh the Inbox, the fixed refresh interval can delay visibility of newly assigned or updated work items, impacting operational ef...
Add a dedicated conversation type value for Direct Callback in msdyn_conversationtype
Summary
Please introduce a dedicated msdyn_conversationtype option value that identifies Direct Callback conversations on the Conversation (msd...
Allow editing of Voicemail form
It would be beneficial to be able to edit the Voicemail form. We would like to at least add fields there to edit owner and customer faster than from top right corner menu. Perhaps other things would be useful too but those two came to mind for now.
Currently Voicemail entity f...
adding read read privileges to presence table and agent status table should not allow agents to change other agents presence
current behavior
A user given the "FSB CSR Manager" role (a copy of the OOB "CSR Manager") is treated as a Supervisor because that role is default-mapped to the Supervisor persona. Supervisors can change other agents' presence and can see the real-time/...