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Jaspal Randhawa

Jaspal Randhawa

Joined: 7/12/2025

  • Voice conversation ON-HOLD status and duration in Omnichannel Real Time Analytics reports

    Tue, 22 Oct 2024 11:43:07 GMT – Dynamics 365 Customer Service – New 

    Within the Dynamics Omnichannel real-time analytics report, we would like to see voice conversation status that have been placed “ON HOLD” and also show the duration for the on-hold. This is for real-time reporting.


    This limitation prevents us from promptly identifying and addressing any issues related to excessive agent hold times.


  • Mobile app and schedule board integration

    Thu, 06 Nov 2025 12:40:42 GMT – Dynamics 365 Field Service – New 

    In mobile app, if booking resource wished to rebook, then allow the Schedule Board to open in the mobile app itself and not try to open in browser.


    We restrict external booking resources to use Field Service Mobile app only. Clicking the rebook link in the app tries to open the main Field Service app and the desktop Field Service Mobile app.