We are announcing the release of the ongoing conversation dashboard in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.
How does this affect me?
This feature allows supervisors to receive a real-time overview of all ongoing conversations organized by communication channel, with the ability to directly assign, transfer, monitor, or close individual conversations or multiple conversations at once.
Key capabilities:
- Live Conversation View: Monitor all active conversations by channel (chat, voice, records) in a dedicated and organized view.
- Direct actions: Take immediate actions like assign, transfer, monitor, force close, or notify, individually or in bulk.
- Real-Time Sentiment & KPIs: Track sentiment, talk/hold/wrap times, and key metrics to spot and act on at-risk conversations.
- Flexible Filters & Saved Views: Filter by agent, queue, channel, or sentiment; save and share views for team coordination.
- Bulk Management: Handle high-volume scenarios efficiently with multi-record actions.
- Customizable & Extensible: Add custom attributes and expand dashboard features to meet specific business needs.
- Auto Refresh: Keeps data up to date without manual reloads for continuous visibility.
This message is for awareness, and no action is required.
Source: Microsoft
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