Julia Topinek

Is it possible to add a new attribute that will save the date when the Agent clicks on accept button (for incoming session)? I know that there is the attribute called msdyn_agentacceptedon (msdyn_ocsession entity), but the field saves the date when active conversation form is loaded, and the call between the Agent and the Customer has started (extra 4-7 seconds is added).

It is extremely important for our customer to save the exact moment when Agent accepts the session = clicks on Accept button. This date would show how quickly Agent accepts incoming session.

Actually, the field msdyn_agentacceptedon does not show the exact time when Agent accepted the session. There is strong need to have extra date for the session entity.

It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on improving the performance?

The problem is that after accepting the session (clicking accept button by the Agent) oob measures: Time to accept (for session) and First wait time (for conversation) are still calculated. The calculation stops when Timer on the ongoing conversation form starts to count the seconds.

The other idea is to add a new attribute (the moment when Agent clicks on the Accept button - I raised another ida for that). We really need to know how quicky Agent accepts the session.

Agenta are making outbound calls in D365 Omnichannel for Customer Service. We would like to have the ability to control the volume of the hold music that the agent hears while making an outbound call. The ringback/hold music played before the customer answers is too loud, and there is no option to change or reduce its volume. It would be beneficial if the system allowed volume control.