Dynamics 365 Customer Service

We suggest the availability of allowing supervisor to listen the conversation translated into their language (not only read).

This is in a voice call attended by an agent and supervised by another, specifically highlighting the functionality enabling a new button in conversation panel that allows the supervisor to listen to the conversation translated into their language.

We believe that this functionality can be very used for example to supervise while doing other tasks or stuffs.

This development may include:

-custom a new button into conversation panel that be enabled when a supervisor is monitoring a voice conversation

-develop a plower automate flow, for this button, to access the real-time transcription and send it to Translator Azure service. Then, this translation can be convert to audio with Text-To-Speech Azure service

Thank you very much

Email addresses are getting hyperlinked on chat widget due to markdown feature. Upon clicking on these hyperlinked email addresses, users are getting Webpage not found page. This negatively impacts the user experience. In order to improve usability, remove hyperlink from the email address visible on the chat widget especially for the user entered email address or re-direct user to select mail app options upon clicking email address.

This is specific to Contact records. When a duplication is detected and you click save a pop-up window pops up that allows for merging of the records. The problem is this screen is not user friendly. You have no ability to resize the pop-up and expanding columns is quite gruesome because it doesn't allow for a vertical scroll bar. This is something the organizations should have more control over, but at the very least allow for the window to become a full screen, and not just a pop-up that you can't do anything with.

Please include an auto-sort feature for the font list drop down menu, so when user add additional fonts, the font list automatically sort them in alphabetical order.

The audio format for call recordings is MP4, which is a dynamic product design. Since the file is audio-only and not video, the MP4 format is difficult to manage on our devices. We would like to have the option to allow users to download the file as an MP3.

The Agent status presence - in customer service workspace currently only has labels for the default localization of the system.

When the system has additional languagues, the presence status records do not have a localized label for the user language.

Please add localized labels for agent presence status.

When implementing the out of the box Callback function, we have found that it is rudimentary. We are proposing a few things that are in use around the globe in call centers that we would like MSFT to implement:

• Allow the caller to leave a Callback Number
• Indicate somewhere in the Conversation Record that it is a Callback
• When the Queue Item becomes ready, dial the Callback Number from above, not the number they called from
• Dial the Caller back and play a configurable message to the caller. Something like "You are receiving your requested Callback. Please press or say 1 to confirm you are ready" 
• On the Agent side, indicate clearly that this is a Requested Callback and that the Caller has accepted the message above. 
• Only then start the call.

Introduce a configurable alert feature that triggers an email notification whenever an omnichannel chat session remains in an open state for longer than 24 hours. This alert will provide key information about the affected chat (e.g., chat ID, start time) and will be sent to a user-defined list of email addresses, which can be added to or removed from as needed. This alert system is intended for our users and is not limited to internal Microsoft. This enhancement aims to identify and mitigate issues preventing the automatic closure of chats, reducing agent workload on stale conversations and improving overall omnichannel efficiency.

We want to use the WFM tool and also the Agent Calendar(Customer Contact Center) and due to the daily shifts of agents we want to assign different work(call,chat,email,case...)

I see in the documentation that we can only choose between working and not working. In working time you have the option to pause and work.

Is it possible to book an agent for different type of work in a day? Like 2H for CASE's, 2H for Chat, 2H for CALL's...

And also an automatic shift proposal for each agent (according to their skill and capacity profile) to facilitate the work of the WFM manager.

It is souldn't be possible to assign an agent to a specific job jobshift if the agent does not have the correct skill and capacity profile for this shift.

Thx and best regards,

Suat

We would like to propose an Override Precedence Structure for Operational Calendars.

This would allow an admin to choose the precedence for Operational calendars between Workstream and Queue.

Use Case Scenario: We have two Queues tied to one Workstream that close before the Queues in the Workstream. Current functionality allows the Operational Calendar to be set on both the Workstream and Queue, but the Workstream always wins the precedence. We want to be able to choose which Operational Calendar takes precedence - Queue or Workstream.

IF set to Workstream, the Workstream Operational Calendar wins

IF set to Queue, the Queue Operational Calendar, if set up, wins