Dynamics 365 Customer Voice

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.

It is a system design that we could not migrate the response from the old survey to the new one. However, in some cases, when a customer has an issue with the old survey, they will create a new one, and they still need the responses for further business purpose. Please consider allowing customer to migrate the response as they need.

Current state

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The Satisfaction Metrics report for score-based metrics like CSAT currently has no value display

Issue caused

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It can be confusing for reader, especially if the score at that point is non-whole

Benefit

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• Provides easier interpretation of the value
• Helps with cross checking with the average score
• Helps with comparisons between each point if the graph is not clear on the fluctuation
• Helps instill confidence in the report, as precise values are being displayed

Current state

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The Y-axis of the Satisfaction Metrics report for score-based metrics like CSAT, NPS is empty with only numbers, with no label to indicate what the numeric values represent

Problem it causes

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Confusing for readers, makes the graph harder to understand

Benefits

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• Allows faster comprehension without having to cross-reference the data
• Avoids misinterpretations

To allow better use of Customer Voice from within Power Automate ("Create an Invitation" and "Send a survey")allow the creation of the "Unsubscribe" link that appears when using the mail option of Customer Voice, so that it can be added to mails sending the invitation link, and then is will use the functionality of Customer Voice for unsubscribes.

Current Issue: Responses are captured in the customer insights journeys for the Contact but in customer voice respondent showing as Marketing respondent wheras in the previous Module of Marketing (outbound) each response was associated to the dedicated contact.

I was very surprised by this discovery this regression!

It's a regression because with outbound marketing we didn't have this problem: the match was well done! why your new module does not allow this same functionality. you say you are releasing a significantly more efficient product. However, important features no longer work, such as form pre-filling which is no longer possible or also saving as a marketing form template, etc.

Microsoft is pushing us to switch to real time but ultimately I wonder the point of doing so in the face of all these losses.

So thank you to improve the product to allow to the associated each response if you send a survey from the CI-I app.

When survey owner leaves the organization the surveys that he/she owns are also deleted even if the project owner remains, in general there is not an option to reassign surveys / projects making impossible to retain surveys / projects when users leaves organization.