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.

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...

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.

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.

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).

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

By implementing this feature, users can operate efficiently.

In order to get a better overview in the Timeline control, it would be helpful to be able to configure the Timeline to collapse email conversation threads similar to how it is done in Outlook.

I.e. default show the latest email in the conversation, with the possibility to expand instead of showing all the emails in the thread.

Collapsed:

> {Email subject} {latest created on date}

Expanded

v {Email subject} {latest created on date}

{latest email in thread}

{... earlier emails in thread}

{first email in thread}

Instead of how it looks in timeline today when choosing to show emails as conversations

| |atest email in thread}

| ... earlier emails in thread

| first email in thread

It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on improving the performance?

The problem is that after accepting the session (clicking accept button by the Agent) oob measures: Time to accept (for session) and First wait time (for conversation) are still calculated. The calculation stops when Timer on the ongoing conversation form starts to count the seconds.

The other idea is to add a new attribute (the moment when Agent clicks on the Accept button - I raised another ida for that). We really need to know how quicky Agent accepts the session.