Omnichannel Voice - Greeting/Welcome Message


Currently, there is no way to configure a greeting/welcome message within Omnichannel voice. This functionality is standard within contact centres to provide a simple greeting message to callers "thanks for calling xyz". Please introduce a greeting message option/custom automated message to pr...

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Category: Voice - Call controls (23)

STATUS DETAILS
Planned

Reconsider the overlay/loading screen "Preparing to receive notifications, getting presences ready"


Every time a user accesses the app, after a brief delay (usually just about as they are going to click a UI element) they are presented with a jarring overlay loading screen which can not be bypassed or minimised saying "Preparing to receive notifications, getting presences ready, etc".

...

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Category: Customer Service Workspace (81)

STATUS DETAILS
Needs Votes

Chat widget - Ability to customise pre chat survey intro text from "Please answer below questions."


Currently, after enabling pre-chat survey questions this adds the text "Please answer below questions." at the top of the chat widget.


There is no way to change or customise this text. The ability to do so would be welcome, the default text "Please answer below questions." is ...

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Category: Live Chat (130)

STATUS DETAILS
Needs Votes

Omnichannel Voice - Support coversations with no caller ID


Currently, callers with no/withheld caller ID will have their calls terminated, they are unable to be serviced by Omnichannel Voice.


Please add support for conversations where the caller ID is not present.


SR: 2211070050002667

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Category: Voice - Call controls (23)

STATUS DETAILS
Planned

Omnichannel Voice - Support more specific language choices


Omnichannel voice has been generally available in the UK for several months however it is currently only possible to use "English - United States" for voice languages. This means any automated messages are not region specific and have a out of place American accent. Other Microsoft products su...

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Category: Voice - Call controls (23)

STATUS DETAILS
Under Review

Multiple queue/workstream prioritisation/routing options


Currently, there is no way to prioritise the distribution of work to agents between multiple queues or workstreams. It is only possible to prioritise work within a given queue - but not have control over the assignment logic across multiple queues.


Now that Dynamics Omnichanne...

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Category: Unified Routing- Assignment (27)

STATUS DETAILS
Under Review

Copilot needs session and case/contact context to be effective


Currently, copilot lacks context as to the session or case/contact details the agent currently has open, therefore copilot returns answers which lack critical context. For example if the case relates to account xyz, and the agent asks copilot a question, copilot often returns information not s...

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Category: Copilot (19)

STATUS DETAILS
Needs Votes

Stop knowledge controls refreshing when switching between session tabs


Is it possible to stop knowledge controls from refreshing/reloading when changing between session tabs? This causes a productivity blocker for agents doing things like multiple chat sessions as switching between tabs forces the knowledge control to re-load losing placement within the article.

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Category: Customer Service Workspace (81)

STATUS DETAILS
Under Review

Visibility of calls received when a channel is closed


Currently, if operating hours are set by channel (instead of queue) there is no way to see how many calls have hit the channel while it was closed. This creates a huge gap in reporting. There are no records created anywhere at all in any entity (conversations etc) whenever a call is received t...

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Category: Voice - Inbound Calling (29)

STATUS DETAILS
New

Voice bot - customise voices


Currently, when connecting a voice bot it is not possible to choose the voice of the bot. This means it defaults to a US voice bot with no customisability which is not desirable for any non-US environments as end users instantly dismiss the bot as unhelpful/badly designed.


Ple...

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Category: Voice - Productivity & AI Features (9)

STATUS DETAILS
New
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