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We also have this as a user request. In a support team, there are many agents logged on to the same email/record queue, but the agent have proficiencies in different topics. Would be great to be able to hover over the work item and see a summary of the latest activity (e.g. email contents) or open the work item in a smaller pop-up window to view its contents before deciding if to assign it to themselves or not.


(We've currently solved it by the reroute function on the case that re-routes the case back into a re-assignment queue, that all agents are logged onto and can pick items from, but this affects the cases' queueing time when trying to work with the concept of picking them in an ascending date order, plus it's an unnecessary additional step.)


Thanks, Kristine

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We also have this as a user request. Today you're only able to sort, not filter. Using pick based work assignments, you'd want the agents to pick the item that has been queued the longest - today default setting is in descending order.

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Jason, can you please provide an update to this outage? This will cripple our users and support staff if we cannot get the breadcrumb menu back. We need to have a clear, consistent, and reliable menu path visible at all times when using Dynamics. This is a non-negotiable.

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Optimal would be to be able to control hold and queue music on queue level, not only on channel level.

It would also be great to be able to leverage some more triggers for the automated messages; e.g. a 'marketing trigger' that runs every 30 seconds, 45 seconds or 60 seconds, etc. through which customer's could announce marketing messages and offers.

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We'd also love to see a phone list option for the transfer function (not just based on Contacts and Accounts, but a standalone address book feature).

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https://learn.microsoft.com/en-us/dynamics365/customer-service/auto-close-conversation

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Short term solution is that you can use the "emergency messages" function for this (the voice and language applied on channel level will apply also here), as this will intercept any bots or automated messages in voice queues.


Cheers, Kristine

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This has since your post been adjusted so you can now make changes to the inserted/typed number wherever (although the marker keeps jumping to the end after every deletion).

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we have service industry.



please provide us solutions asap.

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in routine, we are facing same issues.


Kindly resolve it at earliest and update us.

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