Suat Karagoz Dynamics 365 CE Consultant

We want to use the WFM tool and also the Agent Calendar(Customer Contact Center) and due to the daily shifts of agents we want to assign different work(call,chat,email,case...)

I see in the documentation that we can only choose between working and not working. In working time you have the option to pause and work.

Is it possible to book an agent for different type of work in a day? Like 2H for CASE's, 2H for Chat, 2H for CALL's...

And also an automatic shift proposal for each agent (according to their skill and capacity profile) to facilitate the work of the WFM manager.

It is souldn't be possible to assign an agent to a specific job jobshift if the agent does not have the correct skill and capacity profile for this shift.

Thx and best regards,

Suat

We work with 3 languages in our company.

In the beginning we used Copilot recognizes the language and with the Customize button Copilot adapts the text to the detected language.

Now when we ask to adjust the text Copilot adjusts the text but translates it to Dynamics' UX language instead of the original text.

When we open the ticket at Microsoft, the agent communicates at the end of the ticket that this is expected behavior.

As an agent, I use Dynamics in English, but my customer is French. When I write to a customer in French and ask them to adjust the text in French, Copilot adjusts the text AND translates it into English.

So why our agents do not use Copilot anymore in Draft.

PS: I have also seperate Microsoft Copilot on my Teams.

I don't have this problem in my Teams. My Teams is in Dutch, I write in French or English but Copilot in Teams detects the language and adjusts it in the detected language without translating automatically.

Hopefully you will modify it on Dyn CE module.

Best regards

Suat