Dynamics 365 Customer Service

Current situation: An agent who's chatting with a customer and accepts during that conversation an additional chat request, (s)he is directly direct to the new incoming chat altough (s)he was busy with the initial ongoing one.

It would be better if agent can accept a chat & stay on ongoing conversation.

Ask : When exporting data to excel user wish to see records in lookup data type field.

Is this possible to filter records in lookup data type field when exporting data to excel

Hi all,

since the evolution of the image format, whatsapp chat do not allow send/receive newly created image format while chatting with customer. One example is the .webp image format.

WhatsApp itself manage this image format, but dynamics do not manage it.

We ask to add this file format and new ones.

Currently, Teams phone calls can be made within custom entities, but they will not be tracked to the timeline.

It works only from predefined entities like account or incident.

We suggest, that phone tracking can be made from all entities, that have a timeline attached.

It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on improving the performance?

The problem is that after accepting the session (clicking accept button by the Agent) oob measures: Time to accept (for session) and First wait time (for conversation) are still calculated. The calculation stops when Timer on the ongoing conversation form starts to count the seconds.

The other idea is to add a new attribute (the moment when Agent clicks on the Accept button - I raised another ida for that). We really need to know how quicky Agent accepts the session.

Is it possible to add a new attribute that will save the date when the Agent clicks on accept button (for incoming session)? I know that there is the attribute called msdyn_agentacceptedon (msdyn_ocsession entity), but the field saves the date when active conversation form is loaded, and the call between the Agent and the Customer has started (extra 4-7 seconds is added).

It is extremely important for our customer to save the exact moment when Agent accepts the session = clicks on Accept button. This date would show how quickly Agent accepts incoming session.

Actually, the field msdyn_agentacceptedon does not show the exact time when Agent accepted the session. There is strong need to have extra date for the session entity.

• When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
• As the presence remains available, calls from queues in which the agent might be present are still presented.
• This does not seem logic as normally when being in a call your status is set to DND.

We would like to see that the presence during a consult is also modified to DND or that you can configure this behavior.

Agents deal with several chats at any given moment and prefer to have the "Quick Replies" open in a session tab next so they can easily search and find the relevant Quick Reply. Agent can manually achieve this by clicking the "Quick Reply" icon in the conversation panel and then clicking the "View All" button. This is time consuming for agents as they have to do this on every chat they receive.

It's preferable that "Quick Reply Preview" tab is automatically opened and populated when agent accepts a chat.

We tried adding the "Quick Reply Preview" control to a custom chat Session Template (Agent Experience > Workspaces > Session templates). When the agent accepts a new chat, the "Quick Reply Preview" tab opens for the agent but is NEVER populated - all they see is the spinning loading icon.

Please enable "Quick Reply Preview" tab is automatically opened and populated when agent accepts a chat.

Calls are currently disconnected after two hours (as explained on Microsoft docs). It would be useful to have this configurable, or at least have the ability for it to be increased upon request.

The ability to pin documents and tasks etc to the top of the Timeline was added to Online in 2023 Release Wave 2, but there are no plans to include this functionality in On-Prem installations. It would be good if this could be added there too.