Dynamics 365 Customer Voice

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.

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/

instead of displaying attachment name give the link for icon in easy method.

I’d like to propose an improvement to the way Dynamics 365 handles active and inactive employees or positions, particularly in scenarios where date ranges are used as the primary determinant for status.

The Challenge:

Currently, the system relies heavily on date ranges to determine whether an employee or position is active or inactive. This approach has some limitations:

• When an employee leaves the company, all dimensional information tied to that employee is removed.
• This makes it impossible to retrieve and analyze historical data for past workers, which is crucial for reporting and trend analysis.

The Idea:

Rather than removing dimensional information for inactive employees, the system could:

1. Retain all historical records and simply flag employees or positions as inactive.
2. Ensure that historical data remains accessible for reporting and analysis purposes, even after an employee leaves.
3. Implement a more robust approach to managing statuses that accounts for the need to preserve data integrity over time.

This change would enable better historical tracking, improve data analysis, and avoid gaps in important business insights.

I believe this adjustment could significantly enhance the system's usability and value for organizations. Please let me know if you’d like to discuss this idea further.

When to Use Date Ranges for Data Retrieval

Date ranges are effective in data retrieval for specific purposes, but they should be applied thoughtfully to avoid unintended consequences.

When Date Ranges Are Useful

• Data Analysis and Reporting:
• Date ranges are excellent for filtering data to include or exclude specific timeframes in reports or analytics.
• Examples: Tracking performance within a fiscal year, analyzing trends over a period, or comparing metrics across months or years.

When Date Ranges Should Be Avoided

• Determining Active or Inactive Status:
• Using date ranges to set whether an entity (e.g., an employee or position) is active or inactive is not ideal.
• It can lead to the unintended removal or inaccessibility of historical data, especially for entities no longer active.
• Example: If an employee leaves a company, removing their information based on a date range prevents accessing their historical contributions for analysis.

Better Alternatives

• For status determination, use explicit flags (e.g., Active/Inactive) rather than relying solely on date ranges.
• Preserve all historical records and tie them to the entity, regardless of its current status, to ensure comprehensive data availability.

By distinguishing between these use cases, date ranges can be leveraged effectively without compromising data integrity or historical analysis.

If customer voice survey is send from DCRM using segment it does not update the respondent details.

Customer voice survey do not allow to hide response choice for the question in the survey

𝕋𝕠 𝕔𝕒𝕟𝕔𝕖𝕝 𝕒 𝕊𝕚𝕟𝕘𝕒𝕡𝕠𝕣𝕖, 𝕥𝕙𝕖 𝕣𝕖𝕢𝕦𝕚𝕣𝕖𝕕 𝕟𝕠𝕥𝕚𝕔𝕖 𝕡𝕖𝕣𝕚𝕠𝕕 𝕝𝕒𝕣𝕘𝕖𝕝𝕪 𝕕𝕖𝕡𝕖𝕟𝕕𝕤 𝕠𝕟 𝕥𝕙𝕖 𝕥𝕪𝕡𝕖 𝕠𝕗 𝕥𝕚𝕔𝕜𝕖𝕥 𝕡𝕦𝕣𝕔𝕙𝕒𝕤𝕖𝕕, 𝕥𝕙𝕖 𝕔𝕠𝕟𝕕𝕚𝕥𝕚𝕠𝕟𝕤 𝕥𝕚𝕖𝕕 𝕥𝕠 𝕥𝕙𝕒𝕥 , 𝕒𝕟𝕕 𝕥𝕙𝕖 𝕤𝕡𝕖𝕔𝕚𝕗𝕚𝕔 𝕗𝕒𝕣𝕖 𝕔𝕝𝕒𝕤𝕤 +𝟏-𝟴𝟱𝟱~𝟖𝟑𝟖~𝟜𝟡𝟠𝟚. 𝕋𝕙𝕖 𝕠𝕗𝕗𝕖𝕣𝕤 𝕒 𝕣𝕒𝕟𝕘𝕖 𝕠𝕗 𝕗𝕒𝕣𝕖 𝕠𝕡𝕥𝕚𝕠𝕟𝕤, 𝕖𝕒𝕔𝕙 𝕨𝕚𝕥𝕙 𝕧𝕒𝕣𝕪𝕚𝕟𝕘 𝕝𝕖𝕧𝕖𝕝𝕤 𝕠𝕗 𝕗𝕝𝕖𝕩𝕚𝕓𝕚𝕝𝕚𝕥𝕪 𝕨𝕙𝕖𝕟 𝕚𝕥 𝕔𝕠𝕞𝕖𝕤 𝕥𝕠 𝕔𝕒𝕟𝕔𝕖𝕝𝕝𝕒𝕥𝕚𝕠𝕟𝕤 𝕒𝕟𝕕 𝕔𝕙𝕒𝕟𝕘𝕖𝕤 𝕒𝕥 +𝟏-𝟴𝟱𝟱~𝟖𝟑𝟖~𝟜𝟡8𝟚. 𝕀𝕟 𝕘𝕖𝕟𝕖𝕣𝕒𝕝, 𝕥𝕙𝕖 𝕟𝕠𝕥𝕚𝕔𝕖 𝕡𝕖𝕣𝕚𝕠𝕕 𝕗𝕠𝕣 𝕔𝕒𝕟𝕔𝕖𝕝𝕚𝕟𝕘 𝕒 𝕊𝕚𝕟𝕘𝕒𝕡𝕠𝕣𝕖 𝕒𝕥 +𝟏-𝟴𝟱𝟱~𝟖𝟑𝟖~𝟜𝟡𝟠𝟚 𝕗𝕝𝕚𝕘𝕙𝕥 𝕚𝕤 𝕥𝕪𝕡𝕚𝕔𝕒𝕝𝕝𝕪 𝕒𝕥 𝕝𝕖𝕒𝕤𝕥 𝟚𝟜 𝕥𝕠 𝟜𝟠 𝕙𝕠𝕦𝕣𝕤 𝕓𝕖𝕗𝕠𝕣𝕖 𝕕𝕖𝕡𝕒𝕣𝕥𝕦𝕣𝕖, 𝕒𝕝𝕥𝕙𝕠𝕦𝕘𝕙 𝕥𝕙𝕖 𝕖𝕩𝕒𝕔𝕥 𝕣𝕖𝕢𝕦𝕚𝕣𝕖𝕞𝕖𝕟𝕥𝕤 𝕔𝕒𝕟 𝕧𝕒𝕣𝕪 𝕕𝕖𝕡𝕖𝕟𝕕𝕚𝕟𝕘 𝕠𝕟 𝕨𝕙𝕖𝕥𝕙𝕖𝕣 𝕥𝕙𝕖 𝕥𝕚𝕔𝕜𝕖𝕥 𝕚𝕤 𝕣𝕖𝕗𝕦𝕟𝕕𝕒𝕓𝕝𝕖 𝕠𝕣 𝕟𝕠𝕟-𝕣𝕖𝕗𝕦𝕟𝕕𝕒𝕓𝕝𝕖, 𝕥𝕙𝕖 𝕔𝕝𝕒𝕤𝕤 𝕠𝕗 𝕤𝕖𝕣𝕧𝕚𝕔𝕖 (𝔼𝕔𝕠𝕟𝕠𝕞𝕪, ℙ𝕣𝕖𝕞𝕚𝕦𝕞 𝔼𝕔𝕠𝕟𝕠𝕞𝕪, 𝔹𝕦𝕤𝕚𝕟𝕖𝕤𝕤, 𝕠𝕣 𝔽𝕚𝕣𝕤𝕥 ℂ𝕝𝕒𝕤𝕤), 𝕒𝕟𝕕 𝕥𝕙𝕖 𝕤𝕡𝕖𝕔𝕚𝕗𝕚𝕔 𝕥𝕖𝕣𝕞𝕤 𝕠𝕗 𝕥𝕙𝕖 𝕗𝕒𝕣𝕖 𝕒𝕥 +𝟏-𝟴𝟱𝟱~𝟖𝟑𝟖~𝟜𝟡𝟠𝟚.