Dynamics 365 Customer Service

Within a Mutli-Session App the Application Tab Template should have the possibility to have a Parameter to update the Tabs.

The Paramater should reload the Tab in the Multi-Session on save or on change of the in the Application Tab Template defined lookup of the entity record.

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

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.

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.

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.

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.

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..

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.

Dynamics Customer Voice utilizes a censorship mechanism for curse words, replacing them with asterisks (****) in English. While this approach works well for English-speaking users, it falls short when it comes any other language, where the linguistic nuances and severity of curse words differ significantly.

To address this limitation and ensure a more comprehensive censorship system that respects cultural sensitivities and language-specific norms, I propose the implementation of multi-language curse word censorship within Dynamics Customer Voice.

Currently, if one quick reply is added and the quick reply option is used to add another reply, the first quick reply gets erased. Agent should be able to add two or more quick replies in the conversation panel.