Dynamics 365 Customer Service

When agents close their sessions, they have a pop-up asking, "Are you sure you want to close this session?". It would be great to also give this confirmation prompt for the "End" button.

I'm using the Time tracker functionality within D365 Customer Engagement and I'm unable to input the duration of time spent against a case. The system does not allow me to enter durations such as 2 minutes or 55 seconds. I can select either 1 minute or 15 minute or 30 minutes. Only those choices what's already there

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Please add Dark Mode into Dynamics 365 Customer Service

Needed for accessibility requirements

In April changes were made that mean when an email is on read only mode on timeline, the content is not shown fully.

It was explained that this is by design according to the engineering team for the new Modern RichText editor, but it isnt practical at all and has led to lots of internal complaints.

In charts, all the limit by default it is showing to 100.

Dear Product Group,

we have tested the DCC Microsoft Companion App and would like to share our feedback, including some suggestions for future improvements.

Advantages:

- The Companion App always stays in the foreground, which is highly convenient for our daily workflow.

- Speaker settings are preserved between sessions.

Missing Features / Significant Limitations:

1. The app always requires an interaction by the user within the internet browser to establish a connection or to answer an incoming call. If the browser is minimized and windows/browser notifications are not configured properly, the user will not be notified about an incoming call. It the comanion app would recognize the incoming call and ring/notify the user accordingly, this would prevent missed calls.

2. If the browser crashes or is closed, the call can continue - this is good because the call can be finished. But the agent remains marked as "Busy" (red status) even after ending the call in the companion app.

3. After closing the browser, there is no way to re-access or manage the ongoing conversation from within the Companion App.

Feature Requests:

- We would highly appreciate it if the Companion App could receive incoming calls directly and allow us to accept calls without needing the browser.

- It would be very useful to be able to open and view an ongoing conversation directly from the Companion App—especially after the browser window has been closed.

- In general, we would appreciate if the Companion App could work independently from the browser for handling calls and conversations.

We hope these points support you in further developing the Companion App. Please let us know if you require any additional information or clarification.

When using related fields of a Virtual Entity (Finance and Operations) in a view, this data is not visibile in the view when using filters.

We want to be able to view related data fields from Virtual Entities in CS while also using the filters of the view.

Hi,

There is no possibility in Inbox view of Contact center to use advanced filter on the Voicemail view.

This create a blocking point if you work with differents Phone Number :

Example : 2 Countries (USA, France) with 2 Differents Phone Number

Because of the "Simple" filter available for the Voicemail : the voicemail of the 2 Countries are displayed in the same list.

But the France Voicemail should not be visible to USA user.

Please add the possibility to use advanced filtering for Voicemail and Conversation (same issue for both)

In Advanced User Management :

It should be possible to add column to the view and save the filter apply to view to gain time to add the user to queue, skills on capacity.

To be able to filter by Business Unit or Team for Example.