Dynamics 365 Customer Service

The Timeline is set up to display activities, which means only a limited selection of tables can be shown.

For custom tables, it is possible to display them in the Timeline by configuring them as activities.

More information on how to display a custom table in a Timeline can be found in the official documentation here: https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control#add-the-timeline-component-to-a-form

However, I've encountered a limitation that I find could significantly enhance the utility of the Timeline feature if addressed. Currently, there is no method to display information from entities such as Opportunities, Cases, on the Timeline.

Incorporating the ability to display such entities would greatly improve the convenience and informational value of the Timeline.

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.

To enhance data privacy and compliance with GDPR regulations, it is essential to (re-)enable the deletion of personal or sensitive attachments directly from the new attachment grid in incoming emails. By allowing direct deletion of attachments within the grid, we can streamline the process, improve user experience, and ensure that only necessary data is stored. It is an improvement that we can use the preview function but I am disappointed with the decision to remove the delete functionality. It was very useful, and its absence has negatively impacted our workflow. 

As an admin/analyst/supervisor I would like to access the CoPilot generated summaries in bulk in a dataverse table for future analysis. Currently only an agent can see the generated summary and they can copy the text. Instead of the agent manually copying each summary and pasting in a shared table, it would be much more helpful is this was automated.

Thank you

When calls are being connected using this method https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel the teams service introduces an announcement "this meeting is being recorded" which plays over the IVR or agent.

We need a way to turn this off for Dynamics Voice channels

Improvement Suggestion for Case Origin Logic in Quick Create Case Form

When creating a new case from an active conversation using the +New Case button, I am directed to the Quick Create Case form. In this form, certain fields such as the related Customer, Case Owner, Case Priority, and Case Origin are pre-populated with values derived from the active conversation. However, the Case Origin field is automatically set to "Web" regardless of the channel used for the conversation (e.g., live chat, voice call, SMS).

 If no default value is set in Entity Meta Data for Case Type Incident when getting data from Channel Integration Framework, the system assigns the value of 'caseorigincode' attribute as Web. This is set irrespective of channel type on the live work item. This requires manual, an unnecessary, adjustment by the agent every time a case is created from a conversation.

Suggested Solution:

A permanent and reliable solution would be to ensure that the Case Origin field dynamically reflects the channel type at the time of case creation, rather than defaulting to "Web." While the current workaround (e.g., using a post-operation plugin on the Retrieve or RetrieveMultiple messages to modify the returned entity) can address this issue, a built-in solution that automatically matches the Case Origin to the channel type would significantly improve the user experience and eliminate the need for custom development.

Benefit:

This improvement would ensure better consistency between the communication channel and the case metadata, reducing the need for manual adjustments and offering a more seamless case creation process.

When using MS Teams for internal collaboration currently this does not impact the status in omnichannel.

In case an agent receives a Teams call it might be relevant to also update the agent status in omnichannel.

There are already other contact center solutions in the market offering this functionality with MS Teams. Would be logical that this is also supporter in the Microsoft ecosystem.

Presently, omnichannel roles such as 'omnichannel supervisor' lack the feature for team level assignment, necessitating the direct assignment of roles to each user.

Make sure that the roles you want to map to personas are assigned to the users directly and not through team memberships.

From the viewpoint of administration, the absence of team level assignment for omnichannel roles can be overly laborious and does not cohere with optimum security policies. In contrast, general security roles can incorporate Teams to merge with an Entra ID group and then connect to PIM. This method not only allows individuals to activate permissions when necessary or via a regularly reviewed process, but it also enables the distribution of permission management to a range of roles within the business..

Current Challenge:

We have observed that when an agent is the first to log in and becomes available in D365 after off-hours, they receive all the accumulated cases from the queue. This results in an unfair workload distribution, effectively "punishing" the first agent who logs in.

Proposed Improvement:

By configuring a capacity profile with a defined work item limit per hour, we can prevent a single agent from receiving all cases at once. This setting, when paired with a round-robin assignment approach, will help distribute cases more evenly among available agents and ensure a fairer workload balance.

The current out-of-the-box "order by" options do not support customisation to specify ascending or descending ordering.

For instance, when using "unit-based available capacity" for ordering, an agent with 100 remaining units is prioritised over an agent with 70 remaining units. However, in certain business scenarios and use cases, particularly where agents are receiving work across multiple channels, it would be preferable to prioritise an agent with 70 remaining units for new work first. This ensures that agents with higher capacity, such as 100 remaining units, are available to handle tasks from other channels requiring more available capacity, while agents already engaged with tasks requiring lower capacity can take on additional similar work items.

Implementing this feature should be straightforward, requiring only the addition of an ascending or descending sort order preference to the out-of-the-box order by capacity options for Unit-based available capacity and Profile-based available capacity.