Dynamics 365 Customer Voice

We send out a customer satisfaction survey after each event.

In the survey, we want to include the names of the speakers and the sections the event is divided into, so attendees can provide specific feedback. However, in most of our events, there are more than 15 speakers and sections combined, which makes it difficult for us to use the current functionality.

This survey is the most important one for our organization.

Has anyone else experienced the same issue?

We have been testing out the new dynamics 365 contact centre with teams' integration. (currently in preview mode).

This feature has attracted a lot of interest because it allows us and our customers to use the Teams Operator Connect connectivity to provide the voice channel. This is extremely attractive for customers who are migrating away from on-premises to cloud contact center's who already have the MSOC layer reducing the cost of provisioning.

One issue we have found is when the Bot or agent starts talking to the caller there is a message "this call is being recorded" message that plays overtop of the audio; and we get a message "this call is no longer being recorded" message as the call is queued.

This is a poor caller experience and doesn't occur when using the MS provided numbers or direct routing. It would be really nice to have the ability to turn this off for the Dynamics audio channel.

Survey custom banner images are currently being removed when updating a project based on a source project.

They should be part of the changes when updating a project.

Regarding the Consult and Transfer feature to conference in non-D365 Voice Users & the Greeting Message feature for D365 Customer Voice.

Currently, activating one of these features directly interferes with the functionality of the other, forcing our business to choose between the two features, rather than utilizing both simultaneously.

- When the Conference feature is enabled, Greeting Messages are inconsistent and sound choppy.

- When the Greeting Message feature is enabled, the Consult & Transfer conference functionality becomes unavailable.

Both features are essential for our Customer Service voice users, and their simultaneous functionality would significantly improve our operations. We request an enhancement that allows both features to work together without conflict.

While the current design of Dynamics 365 does not support creating alerts for custom score satisfaction metrics, it is crucial for Microsoft to address this need and develop the functionality. This limitation represents a significant gap in the product's capabilities. It would be very beneficial to be able to set up alerts for all types of metrics, allowing clients to efficiently process customer feedback.

Increase the limit of 4000 characters for "long answer" text boxes please

Updating survey email template instead of creating a new one

In Qualtrics, the form field question type provides respondents with multiple, separate text entry boxes. This format is most often used to gather contact information from respondents. I want to use it to collect information that I can then write to the Contacts table such as a job title or employer. It's one question with multiple text entry boxes. The labels appear on the side of the text box as opposed to above the text box.

https://www.qualtrics.com/support/survey-platform/survey-module/editing-questions/question-types-guide/standard-content/form-field-question/

When updating the target environment, Customer Voice should update the email template if it already exists. Otherwise, create a new email template.

The recent behaviour (only implemented this year) is Customer Voice always create a new email template in the target environment even though that email template already exists which result to duplicate record in the target environment.

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.