Dynamics 365 Customer Service

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 no reason why it should be seen in these real time Dashboards. No real time activity will be taking place in the queues.

Having the inactive queues available on the dashboards, and within the dashboard filters is just "noise".

Please add the Queue Status into the DimQueue part of the data model AND apply a filter using this field by default for the Queue slicer to only show Active queues in the Real Time Analytics.

We should implement a feature that a dynamic text can be inserted to a URL when we generate a link for an email template.

Hi team,

We'd like to request an addition of a feature to ping Sitemap navigation bar in the application instead of letting it be auto collapsed. This would help users who has larger screen with a lot of real estate and allow them to accomplish their tasks with great experience.

We hope this can be considered in future new release to enhance the user experience as there is currently no available feature yet out of the box.

Since the deprecation of the Routing Diagnostic tool, it has become crucial to introduce a new product within Azure Application Insights that maintains feature parity.

I would suggest providing demo videos that showcase the activation and usage of the product, as the current documentation is not sufficiently clear.

Additionally, I recommend improving the product's usability. It is unreasonable to expect a service agent to construct complex queries just to extract information about a conversation’s lifecycle.

The chat widget V2, which allows the chatbot to have a bespoke design, is really beneficial. However, additional customization is needed.

Designing the chat bot canvas by following the Microsoft Docs and GitHub Omnichannel chat widget repository

We currently have distinct scrollbars for the suggested actions and the webchat container.

Problem Statement: (1) If we send multiple messages/instructions along with suggesting actions, as we are using stacked layout for the suggested actions to match the business requirement, the user must scroll up to view the earlier messages because only the most recent message is now in focus. (2) Also, in the stacked layout design, the width of each suggested action is 100% even for 3 letter words

Solution / Idea: (1) We require a scrollbar to cover the whole webchat container including suggested actions and excluding send box. (2) Also need a property ("webChatStyles" of "webChatContainerProps") to set the width of "suggested Actions Stacked button" as auto.

The current timeline in UI have no option to change the background color of status label which makes it very hard for users to differentiate at a glance between different types of activities (Active or Closed).

Please consider to add a feature where it enable user to modify the background color of status label to increase visibility and improve workflow.

When agent accepts a voice call, the presence should change to a new status of “In a Call” rather than the current “Do not disturb” status.

It’s hard for supervisors to differentiate whether the agent is in an actual call or if the agent has manually selected the “Do not disturb”status.

Agents should not be able to manually select the “In a Call” status.

According to EU GDPR regulations, contact centers are required to record a maximum of 30% of calls but currently, 100% of calls are being recorded. There is no mechanism in place to monitor or enforce this compliance.

It would be necessary to have the ability to adjust this recording ratio either through Azure or within the Admin Center.

Need ability to include the local time zone in the auto numbering for Date Parameter.

Say, if the case number should follow the format: CAS-YYMMDD-XXXX, where CAS is a static prefix, YYMMDD represents the case creation date in local time, and XXXX is a 4-digit sequence number starting from 0001 each day.

However, we have observed that for cases created between 12 am and offset time, the case numbers incorrectly reflect the previous/next date. For example, assuming case is created in Offset +3, cases created between 12 AM and 3 AM on September 9, 2024, are being assigned numbers with the date 240908 (September 8, 2024), such as CAS-240908-0001, instead of the correct date 240909 (September 9, 2024), which should be CAS-240909-0001.

In the spirit of our commitment to excellence this year, a significant emphasis is being placed on maintaining a minimal backlog of cases. Presently, our engineers are managing backlogs averaging between 15 to 20 cases. However, there is a concerted effort to reduce this number to fewer than 10, which has become a core objective for this year.

One effective strategy to accomplish this priority is the temporary archiving of cases where we are awaiting a customer’s response, particularly in scenarios where the expected delay is due to internal processes, such as securing the necessary permissions or completing configurations on their end. In essence, if we anticipate that a customer will take a week or more to revert, especially when they are navigating internal red tape, there is little justification for these cases to remain open and contribute to an inflated backlog.

To facilitate this, I propose the introduction of a streamlined functionality within Dynamics—a temporary archival toggle. This feature would enable us to efficiently archive cases without going through the comprehensive process of case resolution, which involves detailing the issue cause and resolution. Instead, by simply toggling this option, we can momentarily archive the case and subsequently re-open it when the customer is ready to resume collaboration.

This approach will allow us to effectively manage our case backlog, ensuring that only active cases requiring our immediate attention remain open, while those in a waiting state are temporarily set aside without being resolved. The result will be a more focused and manageable workload, aligning with our overarching goal of maintaining an exceptionally low backlog throughout the year.