Include Outbound call insights in Omnichannel Intraday insights for voice
Hi,
Is it possible to include outbound call insights for voice channel in omnichannle intraday insights and omnichannel historical insights.
Omnichannel Customer Service Historical Analytics refresh time
Allow customers to set refresh to a specific time and refresh to occur on the specified time.
Manual refresh for Customer Service Insights
The CS Insights dashboard embedded in the core Dynamics applications refreshes every 24 hours. We would like the functionality to be able to manually kick off a refresh of the data.
Conversation Highlights
From the agents perspective, especially for longer conversations, they can look to a conversations highlights which would allow for them to quickly get ramped up to speed on what the conversation is like and general direction they should take. This would be complementary to "Smart Assist" and "Co...
Filter Options should be searchable
Please allow Filters to be searchable. Currently when there is a large list of queues or agents it should be easier to select your desired filters.
Default Filter Options
Default Filter Options should be configurable and include Product Business Unit Assigned Team
Allow to influence AI model and improve topics
It would be great to add features such as giving feedback to cases grouped in a topic, moving cases to a different topic, and configuring topic granularity to the integrated analytics and insights experience in Customer Service Hub. These features were available on CSI standalone web app and were...
Ability to map additional fields (e.g. category) and custom fields
Category and additional custom fields are very frequently used in the case entity, ability to map additional fields will bring help to cover increased number of usecase.
Date and Time should display in the users timezone and not UTC
Can you please add a preference to the user settings so chart and table's dates and times as displayed in the user's time zone?
Extend time period of cases collected for a workspace
Currently CSI workspaces imports cases created in the last 60 days for AI and BI analysis. Consider extending the time period of imported cases to enable richer scenarios of MoM / YoY / customizable comparison scenarios.