MWPRO IMPACT SCORE
OPERATIONAL IMPACT
21
0
25
50
75
100
LOW IMPACT • MONITOR ONLY
Recommended Action:
No immediate action needed. Keep this on your radar.
No immediate action needed. Keep this on your radar.
What is MWPro Impact Score?
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Primary Audience
Tenant AdminsIT ManagersService OwnersEnd Users
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The update introduces optional user-level control for secondary device notifications in Dynamics 365 Contact Center. Admin impact is low as no configuration or policy changes are required. User experience changes moderately since CSRs can personalise audio notification behaviour, which may require brief awareness or guidance. Urgency and effort are low because the feature is non-disruptive and no mandatory action is noted.
15
Admin Impact
35
User Impact
20
Urgency
15
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
CSRs can now use a secondary audio device for digital messaging notifications, helping them stay aware of assigned conversations.
END USERS
CSRs may set up a secondary audio device for message and conversation alerts.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
15 September 2026
15 September 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Secondary device for notifications in Digital Messaging conversations
Message ID: MC1465262
We are announcing the ability to use a secondary device for notifications in Digital Messaging conversations in Dynamics 365 Contact Center. This feature will reach general availability on September 15, 2026.
How does this affect me?
With this feature, customer service representatives (CSRs) can set up a secondary audio device to help ensure they don’t miss assigned conversations on digital messaging channels.
Key functionality of this feature includes:
- Notification type control: CSRs can configure secondary device sound settings at the notification type level, including incoming conversation alerts and new message alerts.
- Channel-specific settings: Settings can be applied at the individual digital messaging channel level, giving each representative control over their audio notification experience.
- User-level personalization: Each CSR manages their own secondary device preferences with no impact on other representatives or existing channel configurations.
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
