Timer for custom presence e.g. lunch, break duration for logged in agent
It would be great if there was a timer (count up/ down) that could be applied to custom presences. We would like to monitor agents "unavailable" times such as Lunch, Break etc and would be great if there was a timer that agents could easily check for duration in that status.
Enhance Adaptive Card ChoiceSet rendering in D365 Contact Center to display user-friendly labels instead of backend values
We are using Adaptive Cards with ChoiceSet in a Copilot Studio chatbot integrated with Dynamics 365 Contact Center (Teams-hosted bot).
When a user selects an option and the chat is escalated to an agent, the agent conversation panel currently displays the response in a technical format s...
Administrator
Thank you for this idea. We are monitoring it for further votes. If this idea gains traction, it will be considered in our future roadmap.
Jonathon Nelson
Product Manager, Microsoft