{"id":13209,"date":"2025-10-05T01:01:17","date_gmt":"2025-10-04T16:01:17","guid":{"rendered":"https:\/\/m365jp.net\/?p=13209"},"modified":"2025-10-05T01:04:06","modified_gmt":"2025-10-04T16:04:06","slug":"mc1165529-dynamics-365-customer-service-new-timeout-rules-logic-for-representative-non-response-time-and-open-state-conversation","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-10-05-mc1165529-dynamics-365-customer-service-new-timeout-rules-logic-for-representative-non-response-time-and-open-state-conversation","title":{"rendered":"MC1165529 | Dynamics 365 Customer Service – New timeout rules logic for Representative Non-Response time and open state conversation"},"content":{"rendered":"
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MC1165529 | Dynamics 365 Customer Service – New timeout rules logic for Representative Non-Response time and open state conversation<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n\n\n\n\n\n\n\n\n
Classification<\/th>\nstayInformed<\/td>\n<\/tr>\n
Last Updated<\/th>\n10\/04\/2025 15:12:01<\/td>\n<\/tr>\n
Start Time<\/th>\n10\/04\/2025 15:09:23<\/td>\n<\/tr>\n
End Time<\/th>\n11\/04\/2025 15:09:23<\/td>\n<\/tr>\n
Message Content<\/th>\nWe are announcing new timeout rules logic for Representative Non-Response Time<\/b> and open state conversations in Dynamics 365 Customer Service. This feature will reach general availability on November 3, 2025.<\/p>\n

How does this affect me?<\/b><\/p>\n

We are updating the logic for the Representative Non-Response Time<\/b> event to encompass a more holistic approach. The following describes the new logic for the Representative Non-Response Time<\/b> trigger event:<\/p>\n

On initial contact between the service representative and the customer, if the customer has sent a message and started the chat, the system will calculate the time that the customer has been waiting after the representative is actively on the conversation: <\/p>\n

    <\/p>\n
  1. Once Representative Notification accepted, auto-assign Notification timeout, or Force Assign via Supervisor occurs, then:\n
      \n
    1. Representative Non-Response Time<\/b> = Current Time – Representative assignment time<\/i><\/li>\n<\/ol>\n<\/li>\n
    2. Once there is rapport (back and forth messages), the Representative Mid-conversation Logic will be used:\n
        \n
      1. Representative Non-Response Time<\/b> = Current Time – Last customer message<\/i><\/li>\n

        <\/p>\n

      2. The Last customer message<\/i> is determined by the duration the service representative has not responded to the customer’s most recent message.<\/li>\n<\/ol>\n<\/li>\n

        <\/ol>\n

        What action do I need to take?<\/b><\/p>\n

        This message is for awareness, and no action is required.<\/td>\n<\/tr>\n

Machine Translation<\/th>\nDynamics 365 Customer Service \u306e \u4ee3\u8868\u8005\u7121\u5fdc\u7b54\u6642\u9593<\/b> \u3068\u30aa\u30fc\u30d7\u30f3\u72b6\u614b\u306e\u4f1a\u8a71\u306b\u5bfe\u3059\u308b\u65b0\u3057\u3044\u30bf\u30a4\u30e0\u30a2\u30a6\u30c8 \u30eb\u30fc\u30eb \u30ed\u30b8\u30c3\u30af\u3092\u767a\u8868\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f\u30012025 \u5e74 11 \u6708 3 \u65e5\u306b\u4e00\u822c\u63d0\u4f9b\u3055\u308c\u308b\u4e88\u5b9a\u3067\u3059\u3002<\/p>\n

\u3053\u308c\u306f\u79c1\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u304b?<\/b>
\u3088\u308a\u5305\u62ec\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u7db2\u7f85\u3059\u308b\u305f\u3081\u306b\u3001 \u4ee3\u8868\u7684\u306a\u7121\u5fdc\u7b54\u6642\u9593<\/b> \u30a4\u30d9\u30f3\u30c8\u306e\u30ed\u30b8\u30c3\u30af\u3092\u66f4\u65b0\u3057\u3066\u3044\u307e\u3059\u3002\u6b21\u306b\u3001 \u4ee3\u8868\u975e\u5fdc\u7b54\u6642\u9593<\/b> \u30c8\u30ea\u30ac\u30fc\u30a4\u30d9\u30f3\u30c8\u306e\u65b0\u3057\u3044\u30ed\u30b8\u30c3\u30af\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n

\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u3068\u9867\u5ba2\u306e\u6700\u521d\u306e\u63a5\u89e6\u6642\u306b\u3001\u9867\u5ba2\u304c\u30e1\u30c3\u30bb\u30fc\u30b8\u3092\u9001\u4fe1\u3057\u3066\u30c1\u30e3\u30c3\u30c8\u3092\u958b\u59cb\u3057\u305f\u5834\u5408\u3001\u30b7\u30b9\u30c6\u30e0\u306f\u3001\u62c5\u5f53\u8005\u304c\u7a4d\u6975\u7684\u306b\u4f1a\u8a71\u306b\u53c2\u52a0\u3057\u305f\u5f8c\u3001\u9867\u5ba2\u304c\u5f85\u6a5f\u3057\u3066\u3044\u305f\u6642\u9593\u3092\u8a08\u7b97\u3057\u307e\u3059\u3002 <\/p>\n

    <\/p>\n
  1. \u4ee3\u8868\u8005\u901a\u77e5\u304c\u53d7\u3051\u5165\u308c\u3089\u308c\u305f\u3089\u3001\u901a\u77e5\u30bf\u30a4\u30e0\u30a2\u30a6\u30c8\u306e\u81ea\u52d5\u5272\u308a\u5f53\u3066\u3001\u307e\u305f\u306f\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306b\u3088\u308b\u5f37\u5236\u5272\u308a\u5f53\u3066\u304c\u767a\u751f\u3057\u305f\u3089\u3001\u6b21\u306e\u64cd\u4f5c\u3092\u884c\u3044\u307e\u3059\u3002\n
      \n
    1. \u4ee3\u8868\u8005\u975e\u5fdc\u7b54\u6642\u9593<\/b> = \u73fe\u5728\u6642\u523b – \u4ee3\u8868\u8005\u5272\u308a\u5f53\u3066\u6642\u9593<\/i><\/li>\n<\/ol>\n<\/li>\n
    2. \u4fe1\u983c\u95a2\u4fc2 (\u30e1\u30c3\u30bb\u30fc\u30b8\u306e\u3084\u308a\u53d6\u308a) \u304c\u3067\u304d\u305f\u3089\u3001\u4ee3\u8868\u7684\u306a\u4f1a\u8a71\u4e2d\u30ed\u30b8\u30c3\u30af\u304c\u4f7f\u7528\u3055\u308c\u307e\u3059\u3002\n
        \n
      1. \u4ee3\u8868\u8005\u306e\u7121\u5fdc\u7b54\u6642\u9593<\/b> = \u73fe\u5728\u306e\u6642\u523b – \u6700\u5f8c\u306e\u9867\u5ba2\u30e1\u30c3\u30bb\u30fc\u30b8<\/i><\/li>\n

        <\/p>\n

      2. \u6700\u5f8c\u306e\u9867\u5ba2\u30e1\u30c3\u30bb\u30fc\u30b8<\/i>\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u304c\u9867\u5ba2\u306e\u6700\u65b0\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306b\u5fdc\u7b54\u3057\u3066\u3044\u306a\u3044\u671f\u9593\u306b\u3088\u3063\u3066\u6c7a\u307e\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<\/li>\n

        <\/ol>\n

        \u3069\u306e\u3088\u3046\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u304b?<\/b>
        \u3053\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u8a8d\u8b58\u306e\u305f\u3081\u306e\u3082\u306e\u3067\u3042\u308a\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u306f\u5fc5\u8981\u3042\u308a\u307e\u305b\u3093\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        MC1165529 | Dynamics 365 Customer Service – New timeout rules logic for Representative Non-Response time […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-13209","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/13209","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=13209"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/13209\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=13209"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=13209"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=13209"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}