Currently, the Ongoing Conversations Dashboard in Dynamics 365 Customer Service does not display the "Social Profile Name" associated with each conversation. This is a critical limitation for support agents managing conversations across social channels such as Facebook, WhatsApp, and X (formerly Twitter).

Having visibility into the customer's social profile name directly within the dashboard would:

• Provide immediate context to agents
• Reduce the need for extra clicks or lookups
• Improve personalization and engagement
• Enhance operational efficiency for customer service teams

We request Microsoft to enhance the Ongoing Conversations Dashboard by including the "Social Profile Name" column as a standard part of the conversation view. This would greatly improve usability and streamline the agent experience when handling social interactions.