Request for a view to manage all timeoff request from Workhour calendar on Customer Service application
Hi team,
At the moment, on Customer Service application, without Field Service, we would like to request to have a view to manage all timeoff request from Workhour calendar.
Currently we can run API from edit work hour calendars by using APIs in Dynamics 365...
WFM Agent Agenda disticntion of work availability
We want to use the WFM tool and also the Agent Calendar(Customer Contact Center) and due to the daily shifts of agents we want to assign different work(call,chat,email,case...)
I see in the documentation that we can only choose between working and not working. In working time ...
What is the 𝕔𝕒𝕟𝕔𝕖𝕝𝕝𝕒𝕥𝕚𝕠𝕟 𝕡𝕠𝕝𝕚𝕔𝕪 of Singapore 𝔸𝕚𝕣Line?
𝕋𝕠 𝕔𝕒𝕟𝕔𝕖𝕝 𝕒 𝕊𝕚𝕟𝕘𝕒𝕡𝕠𝕣𝕖, 𝕥𝕙𝕖 𝕣𝕖𝕢𝕦𝕚𝕣𝕖𝕕 𝕟𝕠𝕥𝕚𝕔𝕖 𝕡𝕖𝕣𝕚𝕠𝕕 𝕝𝕒𝕣𝕘𝕖𝕝𝕪 𝕕𝕖𝕡𝕖𝕟𝕕𝕤 𝕠𝕟 𝕥𝕙𝕖 𝕥𝕪𝕡𝕖 𝕠𝕗 𝕥𝕚𝕔𝕜𝕖𝕥 𝕡𝕦𝕣𝕔𝕙𝕒𝕤𝕖𝕕, 𝕥𝕙𝕖 𝕔𝕠𝕟𝕕𝕚𝕥𝕚𝕠𝕟𝕤 𝕥𝕚𝕖𝕕 𝕥𝕠 𝕥𝕙𝕒𝕥 , 𝕒𝕟𝕕 𝕥𝕙𝕖 𝕤𝕡𝕖𝕔𝕚𝕗𝕚𝕔 𝕗𝕒𝕣𝕖 𝕔𝕝𝕒𝕤𝕤 +𝟏-𝟴𝟱𝟱...
Allow Recurrence to be set for Bookable Resource Bookings
It would be great to be able to create a Booking and then set a recurrence pattern (e.g. run each week, each month etc.) If the same resources were kept by default, this and time slot details can all be amended for the recurring bookings - i.e. agent would need to very these before confirming...
Allow a specific schedule board to open when user books an appointment from within a Case
Hi,
we have been looking at rolling out the schedule board across various services in our business so I've been creating multiple schedule boards showing different resources. When the user goes to book an appointment from within a case it opens up the schedule board but it's ...
Delete a single entry from a recurring series
It should be possible to delete a single entry from a recurring series in the work hour calendar.
More recurrence options in work hour calendar
There should be more felxibility when creating a a recurring series in a work hour calendar, there should be options similar to Outlook:
- "Every X weeks"
- "Monthly - First x-day of the month"
- "Monthly - xth day of the month"
Duration value in Service Activity must warn users if the input value was wrong, instead of just changing it without notice
Problem: the Duration value could be changed wrongly without any warning or control when the user type text in the Duration field by mistake (very particular scenario). Then user leaves the Form without realizing the duration was updated by the system to something different...
Service Activity - Assistant for Resources should appear in Cloud version
In Service Activity OnPremise, there was a Form Assistant when you create an activity, showing you filtered Resources that could be selected for a selected Service based on rules. Ie.: Choose 1 from this group of resources, then choose 1 from another group, and so on.
But o...
SLA mass upload
There should be possible to have an import/mass upload of the Service Level Agreements, with the corresponding items from a file or an external system.
Only for US, we are having more than 200 SLAs covering all the time zones and working hour types and do those we need to add also the co...