Bring our own channel without using Direct Line
Following this document https://docs.microsoft.com/en-us/dynamics365/omnichannel/developer/how-to/bring-your-own-channel, we must integrate with Direct Line to bring our own channel into omnichannel. With a platform with hundred thousands or millions of messages, this is a costly solution. Pleas...
Support for Zalo channel
In Vietnam, Zalo messaging channel has a lot of users, maybe more than facebook users. Please support Zalo channel in Omnichannel. This is a "must have" channel when doing marketing or customer service in Vietnam. Regards, Binh.
Please allow skill-based routing for PVA agent transfer with Omnichannel
It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.
Please allow switching of the instance for Omnichannel that is used by Agent transfer
Currently the agent transfer process will only allow us to link only once to an instance of Dynamics 365 with Omnichannel. The workaround to get it up again is to redeploy the bot, which is time-consuming. Would be great to be able to switch the instance (in case we make mistake in configuring, o...
Add channel info to Outbound Message on timeline
When an outbound message is shown in the timeline of a record, it would be useful to see what channel that outbound message was sent via. When communication with the customer it's helpful to tell them they should have received a SMS with their case number for example.
Be able to configure the chat pre-survey to appear only if there are no agents available
Currently, you can only configure whether or not the chat pre-survey appears. My client needs that only appear when there are no agents available so as not to lose contacts.
Pick from pick workstreams over my Capacity
I'd like a setting that makes it possible to pick from a pick workstream even though my capacity is reached. There could be several situations where I for some reason have some time over and can do a quick case/other conversation type but for now the system blocks me and tells me that my capaci...
Ability to search from Omni-Channel Agent Dashboard
There is no way to search within the open work items stream on the Omni-Channel Agent Dashboard. The filtering options don't actually do anything currently. The customer field is blank on all our ongoing conversation records so there is no actual way to search for a specific case/customer in that...
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...
Ability to link conversations to leads
Currently it is only possible to link conversations to contact, account and case records. As part of our business process, we need to link conversations also to leads in order been able to migrate from our actual solution. Thanks