Add ‘Has Attachment’ indicator/column for Incoming Emails in Copilot Service Workspace views
In Copilot Service Workspace, agents working with Incoming Emails currently have no way to immediately see whether an email contains one or more attachments without opening the record.
This limitation applies in particular to:
- Email views ...
Record Set Navigator should open the underlying record instead of Queue Item when using Queue-based views
When working in Customer Service Hub, users commonly use queues and queue‑based views (built on Queue Items) to manage Emails, Cases, and other work items. Currently, when selecting a record via the Record Set Navigator from a queue‑based view, the system open...
Provide anchor tab control for Contact-to-Contact and sitemap navigation in Customer Service workspace
Hi Customer Service workspace team,
This is the idea from: Andreas Wijaya - Bupa ANZ
Scenario
The customer uses Contact as the main anchor tab / supertab in Customer Service workspace.
When an agent is working within Contact A, the...
Attachment Control Does Not Support Drag‑and‑Drop for Note Attachments
Attachment Control aggregates and displays attachments added through notes and emails; however, it does not support drag‑and‑drop interactions for adding attachments.
This creates an inconsistent user experience, as users reasonably expect the Attachment Control to support the...
Allow more detailed statuses for calls in conversation journey
Current behavior: In conversation journey, the status when a call is unanswered/rejected is the same (Rejected), so agents can't tell if a call was rejected or unanswered.
It would be helpful if the call could display different statuses depending on how it ended (e.g. Rejected...
Allow more dynamic sort by in the Customer Service Workspace
In the Inbox tab, with the filter options, when we select 'sort by', let's take by customer name as an example.
The sort by only sorts by the very first alphabet. For example, if we have multiple clients with different name but all starting with letter 'V'. The feature will p...
Missing valid information in error 0x80040220 "Export to Excel Online"
Hi.
On exception with error 0x80040220 for "Export to Excel Online", the information given in the exception is not sufficient for admin to find the correct solution; update security roles with Privacy-related privilege "Export to Excel" and privileges in table Office Document.
CSW: Preserve scroll position in Case and Queue Items list when opening records
In Customer Service Workspace (CSW), when a user scrolls down in a Case or Queue Items list and opens a record, the record opens in a new session tab
However, when returning to the list view, the scroll position resets to the top of the list. The user must scroll down again to find the p...
Start call recording automatically based on agent call transfer event
Feature Request:
Need Recording timer to start dynamically such that the call recordings can start after Call is Routed to a Agent from the Queue.
Current Feature conflicts:
Out of the Box - Automatic Call Recordings are started as...
Automated WhatsApp messages missing from conversation transcripts
Automated messages sent through the WhatsApp channel in Dynamics 365 Contact Center do not consistently appear in the conversation transcript.
This happens without any error, warning, or indicator, so agents and supervisors have no visibility of these messages. As a result, co...