Pause all on load function to only trigger when the sessions are on focus when sessions are refreshed
Hi there,
Can we pause all on load function to only trigger when the sessions are on focus when sessions are refreshed?
We have a requirement to direct / create additional sub session on load with certain scenarios, and since the current behaviour of the ref...
Create a function / webhook when all the session is restored on Copilot Service Workspace session refresh
Hi,
Can we create a function / webhook to notify the browser once all session is restored on Copilot Service Workspace session refresh?
It's relates to Enable session restore to automatically reopen sessions and tabs feature.
Regards,
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Bring Custom filter on report
AS this copilot analytics report is based on copilot in customer service workspace. if we can bring the filter in copilot options to the report so that we can see the departmental data according to it.
Automatically Defer and Reschedule Agent Breaks When an Active Customer Interaction Is in Progress
In Dynamics 365 Copilot Service Workspace with Workforce Management (WFM), scheduled breaks are fixed to their planned start and end times.
If a scheduled break begins while an agent is handling an active customer interaction, the break is not automatically deferred. Instead, it remains ...
Add Sorting Options for Assigned Shifts in Workforce Management (Copilot Service Workspace)
In Workforce Management (WFM) within Copilot Service Workspace, the Assigned Shifts view does not provide sorting capabilities based on operational scheduling criteria such as shift start time, shift end time, meal start time, or break start time.
As a result, supervisor...
Display Remaining Break Time for Agents in Customer Service Workspace (Workforce Management)
In Copilote Service Workspace with Workforce Management (WFM), agents can start and end their configured breaks, but there is no indication of how much break time remains available for the current day.
For example, if an agent is allocated three 20-minute breaks (60 minutes total) and ha...
Make Dynamics 365 Contact Center Inbox Auto-Refresh Interval Configurable
Currently, the Inbox in Dynamics 365 Contact Center automatically refreshes every five minutes as part of the out-of-the-box experience. While users can manually refresh the Inbox, the fixed refresh interval can delay visibility of newly assigned or updated work items, impacting operational ef...
Rich Text Editor Component needed in Quick View form to display Html text Out of the box
Quick View forms currently support only a limited set of components, However, from a product consistency and user experience perspective, this appears to be a significant limitation. Microsoft has enabled the Rich Text Editor component by default for the Description field across the main Case ...
Allow deletion of unused Draft Evaluation Criteria in Dynamics 365 Contact Center/Copilot Service workspace
Problem
Currently, in Dynamics 365 Contact Center (Quality Evaluation Agent), Evaluation Criteria records cannot be deleted once created—even when they are still in Draft status and not being used in any evaluation plans.
This behavior can be con...
Display Attachments in Case Timeline for Portal Comments
Currently, attachments added through portal comments are not visible within the timeline of the case record in Dynamics 365 Customer Service.
It would be highly beneficial to display these attachments directly alongside their corresponding comments in the timeline view.
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