Session and Notification behavior inherited from Queue rather than Workstream
We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.
...Session and Notification behavior inherited from Queue rather than Workstream
We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.
...Ominchannel Real Time Analytics Dashboards should not show inactive Queues
When an Omnichannel Queue has been made inactive, it should not appear on either of these real time Dashboards anymore:
- Omnichannel Ongoing Conversation Dashboard
- Omnichannel Real time Analytics
Once a queue has been made inactive, there is ...
Queue handling - Call backs should allow supervisors to listen to both recordings
When we use the overflow handling conditions on Queues to enable the Callback feature - the call gets split into two separate recordings.
1 for the initial call in
1 for the call back which is made
On the Conversation record, the playback feature only al...
Omnichannel Dashboards to work with Omnichannel Supervisor Security Role assigned via Entra Groups
MC1420635 published on 8th July 2026 stated that Dynamics 365 Contact Center privileges and role-based access could be used with Microsoft Entra groups.
However, we have discovered that the Omn...
Omnichannel Dashboards to work with Omnichannel Agent Security Role assigned via Entra Groups
MC1420635 published on 8th July 2026 stated that Dynamics 365 Contact Center privileges and role-based access could be used with Microsoft Entra groups.
However, we have discovered that the Omni...