Dynamics 365 Customer Service

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.

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.

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.

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.

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.

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.

Chat widget send email with transcript 

Adaptive cards in email transcript sent as json instead being send as normal text

This need to be fixed 

So normal user can understand what option chosen instead of seeing json in the transcript sent to him

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.

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.

Switching from Omnichannel historical reports who are deprecated to the new reports we loose the possibility to get a new TAB opened on loading the Omnichannel browser session containing the new reports

It's helpfull get the possibility to have a TAB with the reports automatically opened into the Omnichannel session when loading