Transcript for call and visual engagement following chat channel interaction
When engaging through livechat channel and going to a call or call/visual engagement (https://learn.microsoft.com/en-us/dynamics365/customer-service/use/call-options-visual-engagement).
There seems to be no transcript for any voice interaction.
It would be nice to add tr...
Agent presence localized labels
The Agent status presence - in customer service workspace currently only has labels for the default localization of the system.
When the system has additional languagues, the presence status records do not have a localized label for the user language.
Please a...
Improved queue overflow handling/Callback
The current overflow condition triggering a direct callback is very limited and not customizable.
Feature request:
Possibility to play a specific message (similar to callback) to the caller while in the queue. (example: current wait times are longer then expected, please...