Live conversation counter should start on real Agent session
We recently enabled the Live Conversation Counter feature and have observed a few issues/gaps that require attention:
1.Counter Start Time vs. Bot Session
The counter currently starts during the bot session; however, bot responses are no...
Swarming Feature Deprecation
Swarming Feature will be fully deprecated at the end of June 2026. Due to customer statement, this is the useful feature and need to re-enable it in the future.
Depending on above document, this is previewing feature and be disabled after testing phrase.
Rich messages for custom channel
In the D365 Customer Service Admin Center app, the Rich Message feature does not allow configuration or customization for custom channels. Currently, it is limited to supported out-of-the-box live chat channel, preventing organizations from leveraging rich messages in conversations received th...
Improving Intent-based routing function
Although Intent-based routing function has been published for public preview since 24123 update, it is still not completely supported for actual usage in JPN region. Customers suggest that Microsoft should proceed this update ASAP.
Enhance Data Masking to Preserve Format (Spaces/Hyphens) and Support Regex Capture Group Replacement
Title:
Enhance Data Masking to Preserve Format (Spaces/Hyphens) and Support Regex Capture Group Replacement
Creating based on the ICM: 21000000969604
Description:
Currently, the data masking (redaction) feature in Dynamics 365 C...
Ability to export 'Contact Center Users' to show all users with skills and skill(s) proficiency
Work force managers need the ability to export 'Contact Center Users' (copilot service admin center > user management > enhanced user management) to show all users with skills and skill(s) proficiency. Currently that view is not exportable and the classic view does not show the skills and prof...
Allow administrators to change an entity’s default SharePoint document location
Summary / Problem
When SharePoint document management is enabled for a Dataverse entity, the default document location is permanently locked to the location created by the initial setup wizard. Administrators have no supported way to change this default for newly creat...
Enable Typing Indicator Support for Facebook Messenger in OOB Omnichannel Webhook
Currently, the typing indicator functionality for Facebook Messenger is not supported when using the Out-of-the-Box (OOB) Omnichannel Webhook integration. This limitation impacts the real-time conversational experience, as users do not receive any visual feedback indicating that the bot/agent ...
Request for a merge tool for duplicated contacts due to MS defected product
Issue: Hundreds of duplicate contacts are being created when a customer auto replies to us, instead of using an existing contact with the same name or email. We have a record creation and update rule that is supposed to only create a contact for 'unknown senders', but these senders are 'known'...
Configurable Time Unit Display
Configurable Time Unit Display for Time‑Based KPIs in Dynamics 365 Contact Center
1. Feature Overview
Provide Omnichannel Administrators with the ability to configure the unit of measure for time‑based KPIs (for example, handle time and wait ti...