Dynamics 365 Customer Service

As an Omnichannel Agent, the current system takes up to 3 minutes to update my presence from Available or Busy to Offline after my browser gets closed, frozen, or loses connection. During this time, the system continues to try to assign interactions to me, leading to potential inefficiencies and customer experience issues. The idea is to implement a more responsive browser closure detection mechanism that can quickly detect when an agent's browser is no longer active to avoid losing efficiency and enhance the customer experience.

Currently, the transcription seems to be based on the United States - English even though we set the language to be United Kingdom - English, we noticed the transcription is adding/mixing up words which is not ideal for us to share with the customers. Hence we request the ability to switch off the transcript while still being able to record the call.

there are two different users. One is the logged in user, and another one is the service account which runs the process. So there will be unmatching languages, customer want an error message appears when this scenario occurs

It was found that since we did the vNext migration/upgrade in January of this year. Our Customers have been noting that our calls come up as "Toll Free Serv" when we make outbound calls to them. I attached a photo of what comes up when we do an outbound call.

Basically, we've been getting reports from members that the phone number looks like a scam. Previous to the vNext migration it came up and just said the location inside of Canada. It did not display business name but at least it would say it was coming from within Canada. 

After the upgrade to vNext, it just comes up with "Toll Free Serv" it looks more like spam/scam calls to our members which is causing a bit of a cisconnect in support when reaching out to members. Even if we were able to revert to just the original of location data it would be good.

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.

We would like to propose an enhancement to the current overflow handling functionality in Dynamics 365 Customer Service.

Current Limitation:

At present, overflow handling supports only two actions:

1. Assign to queue anyway
2. Transfer to a different queue

While these are helpful in some scenarios, they do not fully support complex routing needs, particularly when different workstreams are used to manage cases by function, region, or product line.

Proposed Enhancement:

Introduce a third overflow handling action:

➡️ Transfer to another workstream

Use Case:

In our environment, we route and assign cases based on specific business rules configured within each workstream. When a workstream reaches capacity, we need the ability to transfer the case to another workstream, where it can be re-evaluated and routed accordingly based on that workstream's own rules and capacity model.

Benefits:

• Supports more flexible and intelligent routing
• Enables more scalable and maintainable queue management
• Aligns with real-world operational models for large support teams

We believe this addition would be a valuable improvement for many organizations with multi-region or multi-functional support structures.

Current situation is that Inbox views are auto refreshed every five minutes. Representatives can manually refresh the view by using the Refresh icon.

When working with several chats and several agents, you would need an auto refresh that's close to realtime so that you can directly see which chats are still open or not instead of waiting 5 minutes or having to refresh manually everytime you check.

So idea to be able to configure the auto refresh frequency as one wishes.

Currently when support agent use email form in CASE management, and use "Insert Knowledge Article" to include a KA in the email (this is great to send multiple articles in one email), the article is not linked to the CASE and not tracked in Knowledge Articles Incident entity as Sent to customer = Yes.

Request: Enable the articles sent from email form in CASE and linked them to CASE entity, so it can be tracked in the Knowledge Articles Incident entity as Sent to customer = Yes.

Benefit: better understand how the knowledge articles are used by support agent and monitor content efficiency (how it helps to resolve cases).

Good morning, we kindly request the possibility to differentiate the graphical layout of conversations/cases by color and to differentiate the notifications for each channel by different sounds.

Thanks

whenever, the image or screenshot is posted from the dynamics 365 crm record timeline, it only displays the paragraph but it does not show the screenshot or image on the powerapps portal timeline of the same record. the image should be displayed.

the portal is used by the client and if we send an email with the screenshot and the client does not see this screenshot on the powerapps portal timeline, it does not make any sensse.