Omnichannel - Change Block capacity for wrap up values

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Posted on by wdsos

Hi.

We want to change the values for the "block capacity for wrap up". The smallest value is 1 minute which is a lot for calls. Therefore we want to add values in seconds like 30, 40 or 50.

How/Where can we add those values? Is it even possible to change/add values?

Something like that should definitely be possible to change as it is a important value in the call center.

Thanks

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Answers (1)

Kristine Risberg 50 on at

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RE: Omnichannel - Change Block capacity for wrap up values

But if the field value only allows whole number (between 0 - 43 200) you could potentially add any minutes in that interval, but never less than one (1), if not zero, since that would be a decimal number. The easiest would be if one could change the unit of time from minutes to seconds. If max value is kept at 43 200, that's still 12 hrs.

:)

Cheers,

Kristine
Leah Ju Microsoft Employee on at

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RE: Omnichannel - Change Block capacity for wrap up values

Hi wdsos,

Prohibiting any customization of this entity may be a necessity for future updates.

Opening a ticket for Microsoft support seems to be the thing to do.

If you get a response from Microsoft, can you share it with us here?

Thanks in advance! :)
wdsos 69 on at

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RE: Omnichannel - Change Block capacity for wrap up values

Just found out that it is possible to change the value for the "Block capacity for wrap up" in the new app designer. When you navigate to make.powerapps.com > Solution > Work Stream, the records show up and you can enable all columns. There you can change the value for each record without opening a form or the app itself.

But still the smallest amount is 1 minute which is way too much for a contact center. Gonna have to report that to microsoft.

Thanks for your help.
wdsos 69 on at

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RE: Omnichannel - Change Block capacity for wrap up values

Thanks for the detailed explanation.

Unfortunately it looks like the newer version does not allow that anymore. We have a newer version as yours, but just a Fix/Patch version change.

I can't change the "Information" Form (old) nor the Control for the view. As the control option on the entity is not visible for me. They may have disabled that option as well.

I enabled the information form but can't access it in the app. How did you manage to navigate to the old information form? Even if I make that form the main one, it does not let me change the form when I open a workstream record.

So I may have to open a ticket for that.
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Leah Ju Microsoft Employee on at

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RE: Omnichannel - Change Block capacity for wrap up values

Hi wdsos,

Suddenly came up with another little coincidence:

Go to classic design page through settings > Advanced settings > Customizations > Customize the system > Entities > Work Stream:

Enable 'Editable Grid' control for it:

Add the field to one view you want:

Save and Publish.

Result:

You can try it, but I'm not sure if it's possible to rent your environment.
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Leah Ju Microsoft Employee on at

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RE: Omnichannel - Change Block capacity for wrap up values

Hi wdsos,

As i said before, there are two main forms of the work stream table in my environment:

I encountered the same situation as yours when I tried to edit the second form.

My version details:

If you have only one main table and it is not editable, it is possible that the environment has been updated to a version that does not allow editing on this table anymore.

Just my guess to prevent us from editing this form is by design, but my old version exploited a small loophole

So I would suggest you create a support ticket for professional assistance to confirm it.

Get Help + Support - Dynamics | Microsoft Docs
wdsos 69 on at

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RE: Omnichannel - Change Block capacity for wrap up values

That's what I was looking for. Now I just have a question on how you edited the "Information" form?

I have full access and admin rights. It also shows that it is customizable, but managed. When I open the "Information" form it doesn't let me make any changes.

So how exactly did you manage to make those changes?

Or is there one security role which is necessary for that?

Thanks so far.
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Leah Ju Microsoft Employee on at

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RE: Omnichannel - Change Block capacity for wrap up values

Hi wdsos,

Current entity is work stream(msdyn_liveworkstream), the 'block capacity for wrap up(msdyn_blockcapacityforwrapup)' is one field of the entity.

The type of the field is simple whole number:

In general, we can insert any value into the whole number field.

Then i found that there are two main form in the entity:

The 'Information(New)' form is default form app using, but it can't be customized.

So i tried to add the field into 'Information' form and add the form to the app.

Then i found that i can insert any value in the field:

Navigate to another form: