Dynamics 365 Customer Service

I would like to be able to copy and paste images directly into the chat widget (Like you do in a MS Teams chat for example). Currently the only way is via attaching it with the clipboard icon, which is ok, but copy + pasting the images in some cases would save quite a bit of time.

This would allow me to reply customers quicker in some cases and would reduce the number of clicks, as well as not having to download a file into my computer. I've asked the rest of users from our org who are also using Omnichannel and they all agree with this being a good thing to add.

Thanks!

In the agent tab in the Omnichannel real-time analytics dashboard. When you select an agent that is currently logged in and then click on 'Detailed View', it showcases the agent presence history but this history does not include the custom presence statuses that the agent has selected. For example, we have a 'Lunch' custom presence but in this view it shows as 'Away' instead of the actual custom name. This report does have a donut graph titled 'Logged in state duration' where the actual custom statuses show, so it should be possible to also make them show in the presence history in the view.

Global Search Filter only allows filtering of specific columns. We would like the ability to add and remove which columns we can filter similiar to Advance Find and Filter functionality on main grid view

Global Search 'Filter' side pane is closed/minimize by default. As a result, some users are not aware there is an option to filter global search result.

Microsoft Entra ID table is missing a most common filed in the Datatverse named as 'Department'. As this is the most common field in AD, this must be a part of Entra ID table in Microsoft Dataverse

We would like to make the Video call screen bigger of the Agent side as they need make the video bigger for work purposes.

We would like the agents to blur or change the background when they are in a videocall.

This would simulate how Teams works with the background and blur options.

We need the abilty to configure the inbox to show conversation only by online chat or only by voice call or by social media channel. Currently all conversations regardless of whether they are chat or voice or social media are shown in one "folder". Agents need to be able to focus on one particular channel subset during the day e.g. only deal with chat during heavy traffic on that channel even though they may be enabled for chat and voice channels. This ensure better response by agents pro-actively managing the inbound traffic.

We have an old custom entity having schema name (path_bdintakerequesttracker) is more than 23 characters which is not allowed to add into knowledge management. if schema length will be increase then I will add my entity into KM.

Or else I need to create new entity and add all customization and all logic need to take care, which is big task and time consuming. If length will be increase it will take hardly 2min to add.

Can you please take this idea and help me for adding such entity into knowledge management.

Currently, if operating hours are set by channel (instead of queue) there is no way to see how many calls have hit the channel while it was closed. This creates a huge gap in reporting. There are no records created anywhere at all in any entity (conversations etc) whenever a call is received to a closed channel and the out of operating hours message is played to a caller resulting having no visibility or metrics of calls hitting a closed channel.