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We are announcing the ability to block capacity for consulted conversations in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.
How does this affect me?
With this feature, admins can enable the option to block capacity for direct consultations with service representatives from the administrator settings.
The presence of service representatives is automatically updated when they are engaged in consultation with another representative. The capacity is automatically released when the consultation session ends, or the representative leaves the consulted conversation.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Block capacity for consulted conversations.
Source: Microsoft
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