Dynamics 365 Customer Service

Today the D365 customer service dashboard shows 'ThisWeek' time frame which shows data for all the 7days of this week. There is a need to show the data based on working days (Monday to Friday) as the default filter. This makes it necessary to set custom time frame every time user opens the dashboards. Could you please provide option to select workdays timeframe option in the dashboards.

Post-migration to the CSW app in COSMIC (Microsoft D365 CRM instance), some teams are reporting frustrations on the lack of the subgrid navigation side-pane (icon looks like a checklist). While tasks such as finding an Email in a Case can still be done with the tabular model, the agents are stating that the multiple clicks to close and then open another Email in a new tab is costing them quite a bit of time.

What they are looking for is if we can re-implement the subgrid side-pane in the CSW app?

If a business operates from 9 AM to 4 PM on weekdays but occasionally needs to suspend incoming calls for 2 hours due to internal meetings or system maintenance, they can inform callers of the unavailability of agents during this period through a predefined custom message. Once the 2-hour break concludes, phone operations resume as normal.

A practical approach might include the ability to schedule "Out of Office" periods within the operational hours calendar, incorporating a bespoke message for such intervals to be relayed to incoming callers.

Surprisingly, this functionality is not currently available, a gap in service that seems oversight

Agents deal with several chats at any given moment and prefer to have the "Quick Replies" open in a session tab next so they can easily search and find the relevant Quick Reply. Agent can manually achieve this by clicking the "Quick Reply" icon in the conversation panel and then clicking the "View All" button. This is time consuming for agents as they have to do this on every chat they receive.

It's preferable that "Quick Reply Preview" tab is automatically opened and populated when agent accepts a chat.

We tried adding the "Quick Reply Preview" control to a custom chat Session Template (Agent Experience > Workspaces > Session templates). When the agent accepts a new chat, the "Quick Reply Preview" tab opens for the agent but is NEVER populated - all they see is the spinning loading icon.

Please enable "Quick Reply Preview" tab is automatically opened and populated when agent accepts a chat.

Using the working distribution methods, please add a "ring all" functionality.

In case of emergency the workitem (call) will be offered to all available agents at the same time. The first agent who will accept this call can handle this one.

Special for Contactcenters with high priority workitems (like emergency, notifying of a death).

The "ring all" is a basic feature in all kind of phone systems...

As on any other Dynamics 365 App, when we do not have any dashboardid configured on the Application Tab Template, the user default dashboard should be the default shown (be the default dashboard a user or system).

If you change the name of a table in an auto-posted message to your timeline, the name of the new table is not reflected. The name of the previous table is still there.

There is no way to check the name of a previously set table, so I would like the latest information to be reflected in the message after it is posted.

Can the Resolution box at Case closure have the bug that means the Proposed Knowledge Article button always defaults to yes be fixed so that when the Default is set to No in the background it actually is No at case closure?

To improve the efficiency and responsiveness of customer service agents, I propose the implementation of an audible beep signal that alerts agents when a phone call connection is successfully completed and the call is about to begin. This feature will enhance the omnichannel customer service experience by ensuring agents are immediately aware of incoming calls, reducing initial response times and improving overall customer satisfaction.

Benefits:

• Improved Agent Readiness:
• Agents will be more prepared and alert, leading to smoother call openings and more professional interactions.
• Reduced Customer Wait Time:
• Immediate awareness of call connection reduces awkward silences and unnecessary wait times for customers.
• Enhanced Customer Experience:
• A prompt and professional start to the conversation sets a positive tone for the entire interaction.
• Increased Efficiency:
• Streamlining the call connection process can lead to quicker issue resolution and better overall efficiency in handling customer inquiries.

The Teams collaboration feature in Dynamics 365 doesn't support guest user login.

By implementing this feature, users can operate efficiently.