Ward VW

Just like in Microsoft teams it would be useful for an agent to set a secondary ringer device.

If an agent leaves the desk for a moment the call is only ringing in the headphone. Would be handy to also let it ring on the computer / screen.

When using MS Teams for internal collaboration currently this does not impact the status in omnichannel.

In case an agent receives a Teams call it might be relevant to also update the agent status in omnichannel.

There are already other contact center solutions in the market offering this functionality with MS Teams. Would be logical that this is also supporter in the Microsoft ecosystem.

In a workstream it is possible to set multiple languages to make sure messages are in line with the language of the customer for example provided to the workstream by a bot.

This works as expected for quite some features and seems to offer what MS states "a multilingual contact center solution" (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-multi-language-contact-center).

But apparently the transcripting for voice calls in the workstreams also uses the primary language of the workstream. Meaning that the transcript is worthless if a customer speaks a language not set as priamry but other language in the workstream.

It should be possible that what is currently already language dependent in the workstream, is also in place for the transcription.

On a queue / workstream a wrap up timer can be configured. But when transferring a call to a colleague you immediately return to the available state and will receive a next call.

It would be better to be able to disable/enabled the wrap up also when transferring calls. It is not always the case that when transferring you don't have to perform "work" as agent to finish first.

As it takes the attention of a agent, it might be useful to hide the transcript while having it available in the background.

Ideally the messages regarding consult & transfer actions currently also being shown in the transcript are separate from the transcript.

• When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
• As the presence remains available, calls from queues in which the agent might be present are still presented.
• This does not seem logic as normally when being in a call your status is set to DND.

We would like to see that the presence during a consult is also modified to DND or that you can configure this behavior.

When using the enhanced case forms the customer details tab in the productiviy pane is always shown & opened by default when a customer is completed in the customer field.

This is currently the only tab in the productivity pane which you cannot toggle on / off in an agent profile. As not relevant for everyone and annoying when automatically opened and taking a lot of place it might be very useful to be able to toggle it on or off in the agent profile.

The default phone call icon next to a phone number field does not work as expected on a conversation records.

If the customer details are being retrieved and shown on a voice conversation record, the call icon next to the phone number field does not start a call via Microsoft Omnichannel. Instead it tries to start a call with the default phone system being set on your pc and here you cannot choose Microsoft Omnichannel.

When using the exact same call icon not directly from a conversation record from the account record it start an omnichannel call as expected. The difference in this behavior is not logical. Whenever using the call icon or clicking a phone number in Microsoft Omnichannel it should always start a call in Omnichannel.

This behavior has been logged via MS Support and has been indicated as "By design".

Since the wave release 1 2024 the behavior for selecting a queue in a consult action has changed and is not very user friendly.

When selecting the consult action a default queue is being set in the dropdown with queues. As the field is a searchable field it filters the list of available queues based on that value. This means that when an agent want to consult on another queue and clicks (logically) on the field dropdown only the already selected queue is visible. As such it seems like not other queues can be consulted.

The only way at that point is to clear all the text in the field to see the full list of queues which is not very user friendly. All others fields (eg. when search a team user in the consult action) allow you to use an "X"-icon to clear the field and search for something. I would think the same behavior should be at least in place for the queue field. Or even better that when using the dropdown always all queues are available for selection.