In Dynamics 365 Omnichannel, when a CSR agent is handling an active customer conversation, the agent may interact with multiple cases (Service Requests) during the same chat or voice session.

However, the system currently attaches the conversation transcript only to the last case opened or interacted with, and there is no built-in capability to associate the transcript with all cases worked on during that session.

🔹 Business Impact

• Loss of complete interaction history per case
• Lack of traceability for:
• Agent effort across cases
• Case-level activity audit
• Reduced visibility for:
• Supervisors
• Reporting / analytics
• Increased manual effort to track interaction context across cases
• Impacts compliance scenarios where full audit trail per case is required

🔹 Scenario (Real Use Case)

1. Agent starts a live chat with customer
2. During the same conversation:

• Opens Case A → reviews / updates
• Opens Case B → performs action
• Opens Case C → provides resolution

1. Conversation ends

👉 Current behavior:

• Transcript is linked only to Case C (last touched)

👉 Expected behavior:

• Transcript should be linked to Case A, Case B, and Case C