-
Enhance the Email Activity Statuses for Improved Collaboration in Customer Service
Suggested by Kristine Risberg – Under Review – 2 Comments
Enhancing Email Activity Statuses for Improved Collaboration in Customer Service
Â
Background:Â
In our use of both Customer Service and Omnichannel for Customer Service, we have identified a key limitation in the email activity handling, specifically related to the status reasons available for inbound emails. Currently, when an inbound email is received, the status is limited to “Received,” whether or not the email has been replied to. This limitation creates inefficiencies and challenges for teams collaborating in the Customer Service Inbox, as it becomes difficult to distinguish between emails that have been handled and those still requiring action.
Â
Current Challenge:
- Inbound emails only display the status “Received,” even after an agent has responded to the email.
- The lack of visibility into whether an email has been responded to, and when it was responded to, makes collaboration across teams cumbersome. Agents have to manually check or rely on inefficient workarounds to determine which emails have been handled.
- This issue is particularly problematic for teams working in a shared inbox environment, as it hinders transparency and prevents effective task management.Â
- Email response time is impractical to calculate based on the email activity's "Modified on" date since this parameter is affected by all types of adjustments, thus becoming unreliable in this specific context.Â
Proposed Solution:
- We recommend adding an additional status reason to the inbound email activity that would update automatically when the corresponding outbound email activity (response) reaches the status of "Sent." For example, the inbound email status could be updated from "Received" to "Replied to" when the system detects that a response has been successfully sent. The replied to date should be saved and visualized on the activity record.Â
Key Benefits:
- Improved Collaboration: This feature would give agents and teams immediate visibility into which emails have been handled, improving transparency and reducing the likelihood of missed or duplicated responses.
- Enhanced Workflow Efficiency: Teams can quickly filter and organize emails in the Inbox based on whether they have been responded to, which is not possible in today's setup.Â
- Accurate Email Status Tracking: Adding more granular status reasons and visualization of when the email was responded to ensures more accurate tracking of each email's lifecycle, from reception to resolution.
- Streamlined Filtering and Reporting: This change would enhance the ability to set up filters and reports to track email responses and response times, thus improving overall service management.
How it Would Work:
- When an inbound email is received, it retains the status “Received.”
- Once an outbound email is sent (with a matching thread ID), the system automatically updates the inbound email’s status to “Replied to" and saves the date of when the reply was made.Â
- This status update is triggered when the corresponding outbound activity reaches the "Sent" status.
Conclusion:
By introducing additional status reasons for inbound email activities, particularly a "Replied to" status, Microsoft can enhance collaboration, transparency, and efficiency for users of the Inbox. This improvement would help teams work more seamlessly, ensuring better customer service outcomes.
-
To view transcript of the user, bot and live agent in a single view.
Suggested by Andrew Attard Barthet – Under Review – 0 Comments
Currently, to view the transcripts between the user, bot, and live agent, you can refer to the ConversationTranscript table in the Dataverse. This table stores the conversation between the bot and the user before it is escalated to a live agent. However, there isn't a table that stores the chat between the user and the live agent. To find these conversations, you must look them up individually one by one in Dynamics 365 under user management.
We would like a feature that allows us to see the chat between the live agent and the user in the Dataverse. Ideally, it would combine the conversations of the user, bot, and live agent in a single view.
-
Voice calls prioritisation
Scenario:
An agent is in two voice queues: Q1 and Q2. There is one item in Q1 and one in Q2 waiting to be assigned. Currently, items are assigned to the agent randomly. I know that there is no queue prioritisation, but agent should receive an item that is waiting longer in one of these queues.
-
Side Navigation Panel/Site Map
Suggested by Angel Cruz – Under Review – 1 Comments
Hello! Working with a representative that had a great idea I suggest an idea here for team to review. We are currently working on releasing and enchaining a Customer Workspace App. In our initial findings, and due to some customer feedback, we think it'd be ideal to have at least have the option to leave the Side Navigation/Sitemap panel on the left had side to stay pinned open or visible.
If there's any other information I can provide to help assist make this idea clearer, I'd be happy to.
-
Obtain information on the call out of working hours
Suggested by Gaia Rossato – Under Review – 1 Comments
I would like a field to be inserted that indicates when a call received in the CRM ismade by the customer during working hours or outside of working hours. Additionally, for those made outside of working hours, I would like to know if the call was made during the weekend, a holiday, or a break.
-
Enhanced Case Form - Possibility to toggle on / of the customer details productivity pane tab
Suggested by Ward VW – Under Review – 0 Comments
When using the enhanced case forms the customer details tab in the productiviy pane is always shown & opened by default when a customer is completed in the customer field.
This is currently the only tab in the productivity pane which you cannot toggle on / off in an agent profile. As not relevant for everyone and annoying when automatically opened and taking a lot of place it might be very useful to be able to toggle it on or off in the agent profile.
-
setting to stop co-pilot for auto expanding panel on load
Suggested by Michael Keppel – Under Review – 5 Comments
There is no way to stopping copilot auto expanding on the side pannel on load. This is frustrating for most of the users who do not need to use this feature, but still use the CRM.
-
adaptive cards in email transcripts sent as json not normal text
Chat widget send email with transcriptÂ
Adaptive cards in email transcript sent as json instead being send as normal text
This need to be fixedÂ
So normal user can understand what option chosen instead of seeing json in the transcript sent to him
-
Translation for Agent availability status
Suggested by Vundela Sashidhar Reddy – Under Review – 0 Comments
When ever end users can use the CRM application on their own language, that point of time we can change there agent availability status option to there language.
For my case:
Our end user we're using French language, at that point there are unable to see or understand the available status options because those are all presented in English.
-
Interactive Dashboard - Remove Timeframe Filter
Suggested by Parul Tomar – Under Review – 0 Comments
Actual situation - interactive Dashboards:
At the moment, the "interactive dashboards" have couple fixed timeframes (e.g. today, yesterday, this week, last week, this quarter, etc.). At the "custome time frame" the timeframe can be adjusted. But it is not possible to set this custome time frame as default.
Issue: many users ask for a timeframe "YTD - Year to date - e.g. 01.01.2020 till today" and "LY - Last year". They would even like to create a custome time frame, but which can be set as default.
Target situation - interactive Dashboards:
Me as Dyanmics User, I want to use the "interactive dashboard" with my default "custome time frame". I don't want to set every time the custome time frame again.