Our instance of Bright Pattern is currently integrated with Dynamics. We’ve noticed that when using the option to “Pop Out Agent Desktop” in BP, agents are seeing multiple tabs for the same caller in Dynamics. If they close the Pop Out, then its back to only the one tab. We are looking for a way to use the Pop Out Agent Desktop and still only get one tab per case in Dynamics.
Hi Nadia,
Are you using CIF v1 or v2?, your client using worksapce or non workspace D365 application?
We had a semiliar issue once we moved our client from CIFv1 to CIFv2 to support Workspaces, with CIFv1 all worked fine, only single pop presented to agent
To fix, at least partial fix , because even with proposed fix it was still popping a single tab with two sub tabs in it (Conversation tab as well as the one we want popped), its still not single as we would have wanted, but seems to be only option to reduce the pops.
BP support (Tatiana Yusupova) recommendation was to change our CIF2 channel URL to https://clientcom/agent/communicator/adapters/msdyn-omnichannel.html?crmDomain=client.crm4.dynamics.com
This partially helped, as said not worse as before, but reduced those multiple pops at least agent has to close a single tab when closing interaction