Multi-session agent experiences (Web, Unified Service Desk)

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Agents can use Omnichannel for Customer Service via two immersive experiences:

  • Web experience on Dynamics 365 Unified Interface optimized for multi-session capabilities.

  • Unified Service Desk-based thick-client experience that allows multi-session capabilities as well as integration with third-party applications.

Agents can serve customers across all channels from a consistent, easy-to-learn, and familiar Dynamics 365 user interface. By providing a consistent experience regardless of the support channel, organizations can maximize agent productivity as well as reduce training needs. The ability to handle multiple sessions simultaneously (while preserving customer context) allows agents to resolve issues faster and achieve higher productivity. The capabilities we are enabling are:

  • Agent dashboard: Agents can view their work items, pick open items from the queues they are a member of, and view items they have closed during the last 24 hours.

  • Multiple sessions with easy switching: Agents can simultaneously work on multiple customer issues with the ability to easily switch between them without losing context.

  • Contextual first-party and line-of-business application tabs in sessions: Agents can find the relevant information pertaining to the service request in the application tabs associated with the session. The application tabs are contextual and can span from first-party Dynamics 365 pages, first-party web applications like Power BI, to line-of-business web applications.

  • 360-degree view of customer: Agents can see a contextual view of the current customer, recent interactions, issue snapshot, and so on, to get an instant 360-degree view of the situation at hand.

  • Presence management: Agents can set custom presence status to indicate how occupied they are with work.

  • Screen-pops and notifications: Agents receive instant notifications whenever new conversations are assigned to them, with additional context information.

  • Search: Agents can search for customers, issues, and other relevant information required, and link them to the ongoing conversation.

  • Preview and share knowledge articles: Agents can search for knowledge articles, preview them inline, and quickly send the same to customers. Customers get an inline preview of the knowledge article and also have the option of opening it for a detailed read.

  • Consult with other agents: Agents can add other agents (such as subject matter experts) to the conversation to consult on the current customer issue without losing context.

  • Transfer conversation to other agents: Agents can transfer the conversation to other agents.

  • Inline quick replies: Agents can use preconfigured quick replies to quickly respond to customers, thus adhering to the organization’s communication guidelines and reducing typing errors.

  • Send and receive attachments: Agents can send attachments to the customers and receive attachments from the customer within the conversation control.

  • Inline notes: Agents can take additional notes related to the conversation, customer, or issue without losing context.