Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Your organization might have a classification where certain agents work in the contact center, which uses Omnichannel for Customer Service on the web and certain agents work in another contact center, which uses model-driven app such as Customer Service Hub. In this case, if you are an agent who works on the model-driven app, and you need to analyze the conversation request from Omnichannel for Customer Service, you can find the information through Activities in the model-driven app.
Select the plus icon in the application tab to view the site map and select Activities.
There'll be many activity types, and you need to look for Conversation and Session types.
Conversation activity type
The Conversation activity type displays information about a conversation request.
Note
The fields listed in the following table only are supported for the Conversation activity type.
Tab
Section
Fields
Details
Details
Title
Customer
Work stream
Active agent
Activity status
Status reason
Status updated on
Regarding
Queue
Details
History
Created on
Closed on
Modified on
Transfer count
Escalation count
Details
Session Details
Channel
Date created
Subject
Date created
Details
Chat Transcript
Download
Session activity type
The session activity type displays information about a individual session in a conversation request.
Note
The fields listed in the following table only are supported for the Session activity type.
Tab
Section
Field
General
Header
Activity Status
General
General
Subject
Owner
Conversation
Channel
Session Created On
Session Closed On
Agent Assigned On
Agent Accepted On
Regarding
Name
Created on
General
Session Participants
Agents
Joined On
Left On
Mode
The Session Participants section lets you add a participant related to the session or add a session participant that already exists for the record you are working with.
Omnichannel for Customer Service helps organizations offer support across multiple channels and engage multiple customers simultaneously through dedicated sessions.
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.