Syeda Aiman Babar Managing Consultant Microsoft Dynamics - technical

The only option at this time available regarding resizing the communication panel is to make it adjustable, currently, agents are required to manually expand the width of the communication panel each time they use it. The business requires this panel to be set to an expanded width by default. Additionally, agents are unable to adjust the height of the communication message text area, which is essential for better usability and efficiency. This adjustment is needed to improve the user experience.

Currently, the omnichannel ongoing conversation dashboard shows few conversations per page, and supervisor need to navigate to the next page to review more chats. We need to have criteria to filter for all the columns in the ongoing conversations dashboard.

 Filter on the conversation status while making use of the Omnichannel Ongoing Conversations dashboard should be available.

Customer service workspace provides the option to download the transcript of the closed conversation, but the downloaded transcript does not include customer details (name, email address, phone number etc.) that can be used to call back customer or to identify the customer by reviewing the transcripts.