Dynamics 365 Contact Center
37 Message Center and Roadmap announcements for this Microsoft 365 service.
All Dynamics 365 Contact Center updates
Every Message Center announcement and Roadmap item recorded for this service, newest first.
202637 updates
- RM578901 Dynamics 365 Contact Center: Segmentation of recordings and transcripts in Contact Center
- RM576606 Dynamics 365 Contact Center: Use bullseye routing with user groups to orchestrate conversations
- RM576607 Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls
- RM577788 Dynamics 365 Contact Center: Unified routing - Orchestrate conversation distribution with natural language playbooks
- RM576831 Dynamics 365 Contact Center: Workforce engagement management - Analyze adherence history to optimize workforce planning
- RM576759 Dynamics 365 Contact Center: Unified routing - Handle waiting conversations when queues close or become unstaffed
- RM576746 Dynamics 365 Contact Center: Unified routing - Assign conversation to expert who engaged with the customer previously
- RM576605 Dynamics 365 Contact Center: Boost contact center efficiency with real-time streaming analytics
- RM575272 Dynamics 365 Contact Center: Reroute conversations to the right queue automatically
- RM574113 Dynamics 365 Contact Center: Historical analytics
- RM574112 Dynamics 365 Customer Service: Shared analytics for historical reporting
- RM578073 Dynamics 365 Contact Center: Workforce engagement management - Manage overnight shifts as a single continuous schedule
- RM578069 Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice
- RM577801 Dynamics 365 Contact Center: Administrator experiences - Use enhanced customer-first direct callbacks
- RM577812 Dynamics 365 Contact Center: Administrator experiences - Manage users through Microsoft Entra security groups
- RM577808 Dynamics 365 Contact Center: Administrator experiences - Use Service Operations Agent to accelerate setup, onboard, and verify config changes
- RM577802 Dynamics 365 Contact Center: Workforce engagement management - Automate shift rotations for consistent workforce coverage
- RM577790 Dynamics 365 Contact Center: Workforce engagement management - Enable evaluation retries and improve error handling
- RM576875 Dynamics 365 Contact Center: Service representative experiences - Use pinned contacts and queues during consult and transfer
- RM576842 Dynamics 365 Contact Center: Supervisor experiences - Provide real-time coaching with Quality Assurance Agent
- RM576837 Dynamics 365 Contact Center: Unified routing - Use pick-based assignment method for work items
- RM576819 Dynamics 365 Contact Center: Omnichannel customer experiences - Use data masking to protect customer data
- RM576780 Dynamics 365 Contact Center: Administrator experiences - Support average wait time in messaging API channels
- RM576779 Dynamics 365 Contact Center: Unified routing - Use average wait-time diagnostics for wait-time predictions
- RM576772 Dynamics 365 Contact Center: Omnichannel customer experiences - Handle duplicate callback requests in overflowing queues
- RM576771 Dynamics 365 Contact Center: Supervisor experiences - Track segment‑level metrics across queues
- RM576756 Dynamics 365 Contact Center: Omnichannel customer experiences - Use ML-based sensitive data redaction for human interactions
- RM576636 Dynamics 365 Contact Center: Copilot and AI innovation - Use agentic simulations to evaluate contact center setup
- RM576634 Dynamics 365 Contact Center: Administrator experiences - Use industry templates to set up autonomous contact centers
- RM573266 Dynamics 365 Contact Center: Quality evaluation - One-Time Evaluation Frequency
- RM573245 Dynamics 365 Contact Center: Out of the box real time translation on digital channels
- RM573267 Dynamics 365 Contact Center: Quality evaluation - Recurring conversation evaluations
- RM573383 Dynamics 365 Contact Center: Quality evaluation - Specify who to evaluate in conversations
- RM571302 Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria
- RM571193 Dynamics 365 Customer Service: Inactivate quality evaluation records
- RM571192 Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria
- RM571191 Dynamics 365 Customer Service: Detailed quality evaluation score breakdown