Dan Newton

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.

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..

We've received feedback from agents who find the "new look" challenging on devices with a 1080p native display, such as laptops. The primary concern is that the information bar occupies a significant portion of the screen and does not automatically hide when scrolling down the case form, resulting in suboptimal use of screen space. This issue affects usability, as the persistent information bar limits the visible workspace constantly by about 40%.

I am unable to add images here so have also added this to the new look for Power Apps thread with an example at https://community.powerplatform.com/forums/thread/details/?threadid=2eb2be23-4a22-4cae-bc42-50d3ddeb2edc

The Productivity Pane it lacks essential contextual awareness, making key features ineffective.

In our scenario, knowledge articles are directly related to accounts via a custom relationship, with each account maintaining 50–100 articles covering unique systems, processes, and configurations. On the case form based knowledge search control, this works flawlessly, the account filter is applied automatically, and the initial search is driven by the case subject.

Yet, in the Productivity Pane’s knowledge search, while the initial search can be automated, there is no filtering or contextual awareness whatsoever. As a result, agents are flooded with irrelevant knowledge articles that have nothing to do with the case/account they are working on.

For example, in testing:

• Form based knowledge search returned 2 relevant results (based on case account as a filter and case subject as the search criteria)
• Productivity Pane knowledge search returned 98 results, most of which were completely unrelated due to the lack of filtering on account.

Despite this, the Productivity Pane knowledge search is now the recommended approach for multi-session apps. Yet:

• Knowledge search is unusable, forcing agents to manually filter through irrelevant results, slowing workflows and increasing the risk of misinformation.
• Copilot is surfacing incorrect information because it cannot distinguish between accounts. This is particularly damaging when similar keywords exist across different accounts but require account-specific solutions.

A logical fix would be to enable contextual filtering, whether at an individual feature level (e.g., KB search or Copilot) or across the entire Productivity Pane, compatible with both custom and OOTB relationships. Currently, there is no automatic filtering at all. The system already knows the case and account being worked on, so why isn’t this context being used to drive intelligent filtering? This should be a given, yet it remains an oversight that cripples productivity.

Other customers also rely on similar relationships to streamline workflows, yet the Productivity Pane completely ignores this need. Unless running a barebones, vanilla Dynamics instance, this design choice makes no sense. The system has the data but can not use it. Is leveraging relationships for filtering really that complex - or is the feature simply built for the most basic, superficial use cases?

We have completely disabled the Productivity Pane now as it delivers nothing but noise.