Dynamics 365 Customer Service

Hello,

It would be nice to have the newly introduced 'secondary ringer' feature, which currently only works with voice, to also work with live chats.

Some contact centers, such as ours, primarily interact with customers via chat so this would help reduce the chance of missed chats and impacts to service level. Thanks.

Copilot summary is returning can not summary harmful or offensive content when the email contain images

The agent presence is currently set to "Offline" after some time of inactivity. The idea would be to have a setting to not automatically set the presence to "Offline" but to keep the agent presence which was set by the agent -> this will enable reporting on activities outside of Customer Service Workspace, such as training, break,...

When items are arbitrarily selected and grouped, a group column is displayed, but the size (width) of this column is not constant.

Since the width is narrow, you may not notice that the grouping column is displayed.

Sometimes it is displayed in a wide state, but the law is unknown.

Currently, the grouping item is not displayed.

I would like to see improvements made when the ice man is implemented in April 2025.

Currently, when you drag and drop (attach) an email from outlook into Dynamics, it causes data loss by removing the email record completely from Outlook instead of creating a copy of the record attaching it to the activity in Dynamics. Can this be addressed?

Currently, the only option to check the User's experience profile is to go one-by-one and search.

So when we need to add a user to a profile, we first need to check the other profiles to remove him and only after that we can add him.

My idea is:

1. Add an option to search for a user within all profiles.
2. And/or if the user already has a profile, when adding him to a different one the system will remove him from the previous one in the background without having to remove him manually.

As an agent it would be nice if you are working in the customer service workspace that the pick button is also directly visible when selecting a queue item from the dashboard.

Edit and Route are currently only visible, which is preferred, but picking a queue item is something that agents do constantly in this overview. Our dashboard has two grids next to each other. Items i'm working on and Items available to work on.

Copilot features, such as Summary and Create Draft, generate content based on the UI language. Additionally, they can now be translated into many languages. The last used language is stored as Recent but not as Default.

Use case: We support 5 UI languages for our system (EN, GE, FR, SP, IT). However, in the Netherlands, their UI language is EN or FR, but most of their emails and cases are in Dutch. To use Copilot features, users have to manually change the language for all their emails.

This issue is relevant for all other countries where the UI language does not match the most used communication language.

I suggest that users should be able to set their Default language for Copilot-generated content.

It would be great if we can send an automated Greeting message in new live chats. Like; "Welcome to this chat, our service team will answer your chat as soon as possible"....

Thanks!

Elowy.

We have recently started using the direct callback feature to allow customers to request a callback, rather than sit in the queue until an agent is available.

This is working great, and is reducing our abandon rate massively.

However, we have no way of seeing how many (or which) customers are waiting in real time in the queue, as it would make sense to prioritise them over the callback requests. We also have no way to see historical data on what percentage of calls over a period of time (i.e. a year, or a month) were callbacks vs not.

My suggestion is that this should be surfacable via the omnichannel real time dashboard and omnichannel historical dashboard. Perhaps in a way which we could have "Calls in queue" which may be a total of all calls, then a value for "Callbacks in queue", and a value for "Customers waiting in queue".