Attach Omnichannel conversation transcript to all related cases accessed during a session
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...
STATUS DETAILS
New
Enable “Least Active” routing method for record-based queues in Omnichannel / Unified Routing
In Dynamics 365 Omnichannel and Unified Routing:
- Chat and voice-based queues support the “Least Active” assignment method, which distributes work items to agents based on their current activity/load.
- However, for record-based queues ...
STATUS DETAILSNew