Dynamics 365 Customer Service

We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.

Eg. Workstream 1 has the default Session Template and a manual answer option.

Workstream 2 has a custom Session Template and calls into this workstream auto answer.

If a Customer calls into Workstream 1 and the agent has to transfer the call to a Queue which is associated with Workstream 2, when the call is received by the Workstream 2 agent the agent expects their calls to have the Custom Session Template and auto answer.

However, because the behavior is inherited from the Workstream that the call came in from, rather than the Queue which the call is going to, the transferred call arrives with default Session Template and manual answer.

My idea is to be able to associate the Session Template and the Notification Templates for the answer behaviour to the Advanced Queue as well as/instead of the Workstream.

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.