Legacy Advanced Find cannot select Queue items by type letters on keyboard.
Dear team,
Hope you are well!
We have the Queue items dropdown list that named "Queues I'm a member of", sorry, I can't upload picture here. But the problem is users won't be able to type any letter on the keyboard to search the Queue item they looked for, and...
Suggesting a Feature: Introduce 'Preview State' for Newly Configured Rules
Configuring new rules in a preview state would provide us with the ability to simulate a case scenario and assess the resulting routing outcome. This feature empowers the configuration team to gain confidence in the changes before they are published.
Enhancement Suggestion: Enable Export of Rules Workflow to PDF
As we configure multiple route-to-queue rules with various conditions, maintaining and sharing the current ruleset with the business becomes challenging. It would be beneficial if there was an option to export the rules workflow in PDF format. This feature would enhance the ease of maintenance...
Feature Suggestion: Introduce 'Deactivate' Option for Routing to Queue
I have noticed that there are only 'create' and 'delete' options for routing to a queue. I couldn't find a 'deactivate' option. It would be beneficial to have a 'deactivate' feature, allowing us to configure rules in a deactivated state and activate them as needed. This would provide greater f...
Ability to Transfer Call by rule or overflow based on Conversation Wait time (Not Queue Avg)
Hi!
We found the need for a trigger on overflow rules based on the conversation wait time critical!
None of the current overflow rules apply to the support use cases.
With this ability we could be transfering the conversation to a queue where a bot can a...
Routing multiple queue items to private queue members
At present, when a single queue item of a private queue is to be routed to a user, the system shows the 'Private Queue User Lookup View' as a default lookup view which shows a filtered list of users belonging to that private queue only.
IDEA: Similar to this behavior mentione...
Ability to push a work item directly to agent inbox without prompting the agent to accept/Reject
This needs to be configurable so that business had a choice to enable/disable the push setting for accept/reject.
Revert Advanced Queue to Basic Queue
With the Latest releases and changes in D365 Customer Service, new tab has been added in a Queue Record. When Existing Queue is Opened, user cant save the record without ticking Omnichannel Conflict Tab. If by mistake user ticks it as Yes then the Queue gets converted to Messaging Queue(Advanc...
Route to Queue on Omnichannel Agent Transfer
Many times, customers already know which group or queue they'd like to assign an interaction into once they've transferred it to the engagement hub. Rather than setting up a global variable in PVA bot, a variable in the workstream and then a routing rule to handle assigning the item to a queu...
Assign Case to queue when reopened
When a case is reopened in CE it is not showing active in any users private or system queue and it sometimes causes a delay in getting back to the client.
I would like to suggest all reopened case get assigned back to the queue they were in when resolved.
Or