Dynamics 365 Customer Service

As a WhatsApp agent I would like to use a quick reply with an attachment.

This would help us to answer questions in a more efficiënt way.

As an agent I would like to find a correct quick reply by using a searchterm which searches for a hit in title, text or keyword.

If the searchterm is currently not in the title or text or filled with a #prefix it will not be found :(

Dynamics has a WhatsApp integration. And Dynamics has a Knowledgebase.

The documentation used to contain the steps for this via Agent Scripts & Macro's but it has never worked for us.

When we copy+paste the text manually as hyperlink with an altered visual text will become plain text.

This functionality is already present in the Customer Service via E-mail.

So...

As a WhatsApp Agent I would like to send the contents on a Knowledgebase article/item into the WhatsApp conversation chatbox which may contain images, hyperlinks and/or attachments. The message will not be sent yet, so I can alter the text if needed.

When receiving a WhatsApp message we wish to have a personal approach. The WhatsApp Profile name often contains the First Name of the person reaching out to us.

Therefor we would like this WhatsApp Profile Name to be shown next to the phonenumber on the communication panel.

When we register the customer as a contactperson in Dynamics, the ProfileName may disappear.

As a Microsoft Partner we have heavy technical skills internally to provide support, but Omnichannel acts as a black box not providing access to telemetry logs.

When our customers with Omnichannel want support investigating calls they believe are bugs and not acting as expected in the system, we should be able to access the back-end telemetry in order to debug the voice channel conversations before escalating to Microsoft.

The volume of calls we are being asked to investigate and turnaround time of MS support is not sufficient to meet our customer's needs in investigating the voice channel issues, so access to telemetry would allow us to respond more quickly to our customers.

Due to legal requirements in some countries, customers can opt in or out of having the conversation recorded. Reliance on agents to stop / start recording is not feasible and most companies have a automated option in the IVR that allow for the call to be routed to queue that can or cannot be recorded based on customer selection in the IVR.

There doesn't seem to be an option in the voice workstream to allow recording to be automatically prevent. The request is therefore to allow the PVA bot to be able to turn recording on or off. Ideally this can be separate for voice recording and transcription.

Alternative options can be:

1. allow the call to be routed to a different workstream which has recording turned off.
2. or add option to prevent recording on individual advanced queues (maybe better for reporting purposes)

We do not want agents to be able to mark phone calls as Spam. There should be an option for admins to be able to disable this options (hide from the phone controls).

Wanting to implement a contact center with one phone number but different queues (for different services), the queues having different working hours. The IVR transferring to the agents is handled by a Power Virtual Agent bot.

We wanted to broadcast a customized closing message for each queue through the customer service admin center configurations.

For the example, imagine having the queue 1 open from 7 :00 to 14 :00 and the queue 2 open from 14 :00 to 21 :00.

In this case we want to broadcast two different messages for the two queues if a customer is calling out of the working hours.

When a customer is calling the queue 1 at 15 :00 we want to broadcast something like « This service is closed at the moment, please call back between 7 :00 and 14 :00. » and if a customer is calling the queue 2 at 13 :00 we want to broadcast a different message « This service is closed now, please call back between 14 :00 and 21 :00. »

But, we can't configure different behavior for different queues within the same voice chanel :

The queues are configured in the workflow as the voice chanel do. All the customizations about the waiting behaviors, closing messages (holiday and working hours) are configured in the voice channel but not in the queues.

To make it clear : all the queues within the same voice chanel have the same waiting behavior and closing messages (holiday and working hours). It would need different phone numbers to configure different voice chanels to have different behaviors on the different queues, but this is not what we want.

Note : We are handling a part of the desired behaviors through the PVA bot but it's not an easy solution to maintain.

When a call is received by an agent, if a phone number is recognize within the client database, the contact or account with the same phone number than the incoming call is associated to the conversation on call.

For now, if the phone number from the incoming call is shared by multiple contacts/accounts in the database, there is no such behavior.

What we want in this situation is to show the list of contact sharing the phone number for exemple, allowing the agent to select the contact/account to associate to the conversation on call.

The documentation of the existing behavior is : https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule,

It specify that there is no such behavior at the moment, when more than one contact is identified : "If more than one account, contact, or case is identified, the record won't be linked to the conversation."

Wish there is an option to future include microphone speech auto-detect language capture and easily dynamic convert to text translation in the event end user or operator may not have multiple language skills and/or if customer may have a foreign language (e.g. japanese, russian, thai, vietnamese, chinesse, spanish, french...)

Not featuring customer voice speech voice capture recognition, user may not easily identify customer name easy search, or may not easily identify business activity, transaction or action. (at point of credit card or refund payments, customer service, or other).

REMARK: This item may duplicated and/or concurrent from customer service.