Allow Admins to Set Operation Calendar Precedence
We would like to propose an Override Precedence Structure for Operational Calendars.
This would allow an admin to choose the precedence for Operational calendars between Workstream and Queue.
Use Case Scenario: We have two Queues tied to one Workstream that close before ...
Refrigerator sarvicsentar
Increasing the Queue Assignment Limit in User Management & Introducing Queue Profiles
When assigning queues to agents in User Management > Enhanced User, it is possible to select multiple users and update their queue assignments. However, there is a significant limitation: currently, only 5 queues can be assigned at a time.
Th...
Custom Time Configuration in Block Capacity
In Dynamics 365 Contact Center, within the work stream settings, when defining the Block Capacity Time, the “Custom Time” option currently only allows values in minutes. We request an enhancement to enable setting Custom Time in seconds instead of just minutes...
Standardize JSON Format for Customer Service Calendar Entity
Currently, some Customer Service Calendars contain only one calendar_calendar_rules, while others have multiple rules. When all working hours are the same during the creation of a Customer Service Calendar, only one calendar_calendar_rules is generated. However, if wo...
The Calendar entity returns values in different JSON format for different Calendars
Some Customer service calendar Calendars have only one "calendar_calendar_rules" and some record have multiple "calendar_calendar_rules". If all working hours are the same when creating the Customer service calendar, then there will only be one “calendar_calendar_rules”. Now if we modify the w...
Recording ratio
According to EU GDPR regulations, contact centers are required to record a maximum of 30% of calls but currently, 100% of calls are being recorded. There is no mechanism in place to monitor or enforce this compliance.
It would be necessary to have the ability to adjust this recording rat...
How to identify the call is transferred with attribute in the data interaction object?
How to identify the call is transferred with attribute in the data interaction object.
Please suggest if any other solution how to identify the call is transferred.
Recurring Events for Working Hours
It would be nice if there would be a possibility to maintain more specific working hours within the operating hours.
For example our support team will have a monthly jourfix and therefore needs a break.
This isn´t possible at the moment. The only option would be to maintain it man...
2024Release wave 2 What's new_The width of grouped items is not constant
When items are arbitrarily selected and grouped, a group column is displayed, but the size (width) of this column is not constant.
Since the width is narrow, you may not notice that the grouping column is displayed.
Sometimes it is displayed in a wide state, but the law is unknown....