Enable updating Queue Item.Queue through file import
Queue Item.Queue is basically a non-editable field, so updates via file import are not allowed.
As a result, if an incorrect Queue is set, it must be corrected one item at a time.
Allowing updates through file import will improve user convenience.
Unified Routing: Allow custom Conversation (msdyn_ocliveworkitem) columns in routing conditions (Route-to-Queue / Prioritization)
We use Unified Routing in Dynamics 365 Customer Service / Omnichannel. Routing decisions can use supported attributes and context variables, which are documented as the mechanism to enrich conversations with custom data for routing.
Current limitation
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Auto-refresh of Queues
To check for new items in a queue, it is required to manually refresh. It would be great if there was an auto-refresh of the Queue to see new items in it.
Block capacity for wrap up less than 30s
When creating a Workstream, it's not possible to set the time value for "Block capacity for wrap up" to be less than 30 seconds:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams#configure-work-distribution
This has been raised ...
Overflow handling - "Waiting time in queue in seconds" time limit
In Overflow handling, the condition "Waiting time in queue in seconds" cannot be set to less than 1 minute.
Microsoft engineers are able to set it from their end to 30 seconds, but this option is not available to users.
We would like to ask for this to be changed.
Allow more than one overflow condition after callers enter a queue
Currently, you can have a max of 3 overflow conditions before a user enters the queue for the agent to pick up the conversation, but once they enter the queue, you can only have one overflow condition. This is problematic as this condition will be used for voicemail or transferring to an escal...
Enhance Queue Ownership Behavior
In Dynamics 365 Customer Service, when the ownership of a queue is changed from an individual user to a team, the current system design automatically adds all team members to the queue. While this may be useful in certain scenarios, it does not accommodate cases where an organization wants to ...
anonymous caller condition
We want anonymous callers, callers whose number isn't known or can't be seen, to not get a call back option and instead have their own queue that gets routed to that only includes voicemail.
As is, we cannot access the fields required to set an anonymous call...
Session and Notification behavior inherited from Queue rather than Workstream
We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.
...Bulk run Ondemand workflow on QueueItem entity
Issue starting after upgrading the Onpremise version : 9.1. we have the same issue with Online version.
Repro :
Queue> Queue Item I am working on > select one of type(type can be task,case, email and many more) > on top flow > select workflow (ondemand workfl...