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.

When Typing an Email the Font size Automatically defaults back to 9 after setting it each Day. We would like for it to stay the size it has been set to.

When an agent needs to consult/transfer to an external number they can perform a search for existing contacts or accounts to transfer the call to. It would be helpful to be able to turn off "fuzzy search" in this field as the search result become too wide and the functionality is close to useless for the agent.

Also, it would be very helpful to be able to add filters to the search to i.e. exclude contacts / accounts who do not have a phone number to transfer to from the result list.

I would like to suggest an improvement to the Microsoft chat interface used by customer service representatives.

Currently, all conversation templates appear in the same order regardless of usage frequency. It would be very helpful if the templates that are used most frequently by agents would automatically appear at the top of the list.

This change would improve efficiency, reduce response time, and streamline the support workflow.

Thank you!

We want anonymous callers, callers whose number isn't known or can't be seen, to not get a call back option and instead have their own queue that gets routed to that only includes voicemail.

As is, we cannot access the fields required to set an anonymous caller condition.

Currently, when users are in the email entity of the customer service workspace and they select the 'write an email' feature from the productivity pane, Copilot suggests prompts for writing an email. If a user selects one of the prompts, Copilot returns an error message, as the prompts do not have any context. If the user is in the case entity and does the same steps, Copilot does not present the user with any prompts until they have opened an email record via the case timeline. At that point, Copilot has context with which to write an email, so the prompts work as intended. Microsoft have confirmed that the above accounts are all by design, in which case, from a user experience perspective, that design would benefit from being changed so that Copilot does not offer prompts on any entity, until an email record is opened.

It now groups all messages sent within a 3-minute period, so the agent doesn't know at what minute they sent the message to the customer, nor at what minute the customer sent the message.

We want that in each message appears the date and the time the messages were sent by both, the agent and the customer.

Add fields to msdyn_ocliveworkitem entity for outbound calls that store the agent's phone number and the phone number the agent is calling

Currently we have hundreds of mailboxes synced into Dynamics. On a subset of these mailboxes we have enabled the setting to delete emails after processing. What is happening at the moment is that when a client requests a Read Receipt, they get an email back saying the email has been deleted without being read.

Please can you investigate a setting that can be enabled to stop a Read Receipt being sent when being ingested on Server-Side Sync.

I'd like to propose a few improvements to our email template setup to enhance consistency and streamline the editing process:

• Font Alignment: Ensure the fonts used in the email template match those in our actual email messages for a more cohesive appearance.
• Editor Simplification: Explore the possibility of reverting to the previous template editor, which may offer a more efficient user experience.
• Cleanup and Standardization:
• Remove any fonts that are not supported or used.
• Eliminate unnecessary spacing by default to maintain a cleaner layout.