Enhance Adaptive Card ChoiceSet rendering in D365 Contact Center to display user-friendly labels instead of backend values
We are using Adaptive Cards with ChoiceSet in a Copilot Studio chatbot integrated with Dynamics 365 Contact Center (Teams-hosted bot).
When a user selects an option and the chat is escalated to an agent, the agent conversation panel currently displays the response in a technical format s...
STATUS DETAILS
New
Enable Routing Based on Agent “Longest Available Since (Login/Session Start Time)” in Unified Routing
We have a requirement in Dynamics 365 Contact Center to route incoming calls to the agent who has been available for the longest duration within the current session (based on login or availability start time).
Currently, the available assignment methods such as L...
STATUS DETAILS
New