Dynamics 365 Omnichannel for Customer Service: Fields on the Agent Dashboard View

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Posted on by D365EL

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Hello Community,

Does anyone know which form or view is being used on the Omnichannel Agent Dashboard display below? In my example below, we are routing "Emails" as work items to this Omnichannel Agent Dashboard. Out of the box under the work items view below the system displays the subject line of the email, the time stamp, and the status of the email. Is there a way to add or remove these fields from the display? Thanks.

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Leah Ju Microsoft Employee on at

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Hi Partner,

In Dataverse, there is no OOB table named work items, and there is no documentation that explicitly states what entity's components the work item is laid out through.

By searching, I found that conversations and work items were mentioned together in the document.

So i tried to customize the card form of the conversation table.

(1) Go Settings > Customization > Customize the system > Entities > conversations > Forms.

(2) Open the ‘OCStream Form’ form:

The Card form has four sections:

You can add fields to the section you want.

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D365EL 306 on at

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Leah Ju , thanks for the information, much appreciated!

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Leah Ju Microsoft Employee on at

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Hi Partner,

Could you click 'Yes' to close the thread if my answer is helpful?

Thanks in Advance!:)

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