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Email convert to case
Suggested by Sanika Bhagwat – Under Review – 11 Comments
Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us. -
Instagram as channel
Suggested by Rebecca Winter – Under Review – 10 Comments
Please enable instagram as a new channel , so that direct messages on instagram can be answered through omnichannel for service app in Dynamics 365. -
Inform customer about agent's unavailability after a threshold waiting time
Suggested by Quratulain Ibrahim – Under Review – 2 Comments
If Customer Service agent is busy or on another tab and doesnt answer the incoming chat for 2 mins, customer should be notified that agents are not available at the moment. In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer that agents isnt available after 2 mins (other defined threshold) without changing agent status to away or busy should be added. -
Enable user to customize Omnichannel Security Roles
Suggested by Christoph Diebow – Under Review – 4 Comments
"Omnichannel Agent" and "Omnichannel Supervisor" security roles are read only. It is not possible to change read privileges for Activities, Queues or other entities. The security roles are configured on organization level, but we need to set read privileges to business unit level. Please enable users to customize standard Omnichannel Security Roles. -
Allow administrators to configure if an email template subject should override the email subject
Suggested by Michael Stavrou – Under Review – 0 Comments
The idea is pretty simple, every time you insert an email template in an email you get an annoying popup if you want to override the email subject from the template. A very common scenario for most of our customers is to use both email templates to respond to customers as well as for agent signatures. There is also the scenario of responding to an email or sending a new email to the customer to respond to a phone call or some other type of incoming request. The popup will always ask the agent if they want to replace the subject so if they are inserting two templates on the same email (due to signatures) it's another few clicks and there is always the risk of pressing yes on the wrong popup which becomes a problem as they will have overwritten the email subject. Please keep in mind that service centers are focused on productivity so every click and every second counts. My first idea is to give the option to the administrator setting up the template of whether or not to enable/disable the popup for a particular template. This way the customer service admin can select to disable it for signature templates for instance. The above idea would work great for signature templates, however we still have the issue on email replies where common sense and proper customer service dictate that you should almost never change the email subject. I'm saying almost never as there may be some exceptional scenario where a customer replies to an old thread for a new request so you take the initiative of changing the subject and informing the customer accordingly in the email body. The second part of the idea is to never change the subject and never prompt the agent to do so if the current email is a reply. You can identify a reply email by checking the "ParentActivityId" field, it will be pointing to the original email. This will lead to better customer service, increase productivity by saving the agent useless clicks and increase customer satisfaction as you don't cannibalize their emails and they can actually keep track of the conversation using the subject. -
Validation on pre-chat survey questions
Suggested by Neil Parkhurst – Under Review – 4 Comments
Can we add something which will apply validation to the pre-chat questions? One example: If I create a pre-chat survey field called "Email" I want to be able to ensure only valid email addresses are entered by the customer. (At the moment they can key any old rubbish into this field!) -
Enable link between agent availability and Microsoft Teams presence
Suggested by Nicholas Plant – Under Review – 1 Comments
The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also get a new presence status which reflects "contactable if necessary but focussing on First Line activities" i.e. a sort of soft do not disturb unless really necessary status. The Omni Channel "busy but has spare capacity" status would map to that status in Teams. -
URL shortening for Omnichannel post-converation survey
Suggested by Florian Prinz – Under Review – 1 Comments
When you use the post-conversation survey in a channel, the url is very long and ugly.
Customer voice survey already let you create a short link.
It should be possible to use this short link in the conversation.
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Relevance Search should respect KB-Article's Language-Settings
Suggested by Ulrich Albrecht – Under Review – 0 Comments
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Enhance the Email Activity Statuses for Improved Collaboration in Customer Service
Suggested by Kristine Risberg – Under Review – 2 Comments
Enhancing Email Activity Statuses for Improved Collaboration in Customer Service
Background:
In our use of both Customer Service and Omnichannel for Customer Service, we have identified a key limitation in the email activity handling, specifically related to the status reasons available for inbound emails. Currently, when an inbound email is received, the status is limited to “Received,” whether or not the email has been replied to. This limitation creates inefficiencies and challenges for teams collaborating in the Customer Service Inbox, as it becomes difficult to distinguish between emails that have been handled and those still requiring action.
Current Challenge:
- Inbound emails only display the status “Received,” even after an agent has responded to the email.
- The lack of visibility into whether an email has been responded to, and when it was responded to, makes collaboration across teams cumbersome. Agents have to manually check or rely on inefficient workarounds to determine which emails have been handled.
- This issue is particularly problematic for teams working in a shared inbox environment, as it hinders transparency and prevents effective task management.
- Email response time is impractical to calculate based on the email activity's "Modified on" date since this parameter is affected by all types of adjustments, thus becoming unreliable in this specific context.
Proposed Solution:
- We recommend adding an additional status reason to the inbound email activity that would update automatically when the corresponding outbound email activity (response) reaches the status of "Sent." For example, the inbound email status could be updated from "Received" to "Replied to" when the system detects that a response has been successfully sent. The replied to date should be saved and visualized on the activity record.
Key Benefits:
- Improved Collaboration: This feature would give agents and teams immediate visibility into which emails have been handled, improving transparency and reducing the likelihood of missed or duplicated responses.
- Enhanced Workflow Efficiency: Teams can quickly filter and organize emails in the Inbox based on whether they have been responded to, which is not possible in today's setup.
- Accurate Email Status Tracking: Adding more granular status reasons and visualization of when the email was responded to ensures more accurate tracking of each email's lifecycle, from reception to resolution.
- Streamlined Filtering and Reporting: This change would enhance the ability to set up filters and reports to track email responses and response times, thus improving overall service management.
How it Would Work:
- When an inbound email is received, it retains the status “Received.”
- Once an outbound email is sent (with a matching thread ID), the system automatically updates the inbound email’s status to “Replied to" and saves the date of when the reply was made.
- This status update is triggered when the corresponding outbound activity reaches the "Sent" status.
Conclusion:
By introducing additional status reasons for inbound email activities, particularly a "Replied to" status, Microsoft can enhance collaboration, transparency, and efficiency for users of the Inbox. This improvement would help teams work more seamlessly, ensuring better customer service outcomes.
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