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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics365 Omnichanne...
Service | Customer Service, Contact Center, Fie...
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Dynamics365 Omnichannel Chat Transcript not being saved (customer service workspace)

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Posted on by NewPeter 15

Hello All,

I am having live system that is being used to support and guide engineers that escalated cases with Power Virtual Agent.

Transcript is on

pastedimage1679477595287v1.png

However, new conversations between agents and engineers are not being saved.

I only have access to old data which was created prior to moving to new environment. On the dev environment it works perfectly.

pastedimage1679477700967v2.png

This feature makes life of our agents much easier, please provide advise on how to restore this functionality on our prod environment.

Kind Regards

Piotr

I have the same question (0)
  • DanNewton Profile Picture
    DanNewton 70 on at

    I was just searching the form as I've noticed a similar issue with our prod and dev environments which has me puzzled. Since the 16th March it looks like conversation transcripts are not showing up on the related case timeline. We have not copied or moved environments nor made any changes I am aware of.

    Checking the conversations and cases, the relationships appear to exist so the "link" is there, but they are simply not appearing on the case timeline or the conversation as relating to each other.

    I am hesitant to make any changes as it looks to me everything is setup correctly and this is likely a bug/MS issue so I am going to give it a few days then raise a ticket with MS support if it continues.

    Edit - as of 23rd March the transcripts are appearing correctly again for me. Bizarre approximately 1 week later the issue resolved itself.

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