Message ID: MC1061533 We are announcing the Edit business rules for omnichannel AI agents feature for Dynamics 365 Contact Center. This feature enables users to design voice AI agent configurations to manage behaviors that can be dynamically altered in near…

Message ID: MC1061481 We are announcing the Route to least active representatives in messaging channels feature for Dynamics 365 Contact Center. This feature will enable admins to configure least active assignment strategy on messaging queues to route the work items…

Message ID: MC1060311 We are announcing the Shift based routing feature in Dynamics 365 Customer Service. This feature enables unified routing to ensure that tasks, such as calls and chats, can be assigned to service representatives only when they have…

Message ID: MC1056946 We are launching the manage routing rules in bulk feature for Dynamics 365 Contact Center. This feature grants administrators the ability to create templates for common routing rules, which can then be applied to queues and workstreams.…

Message ID: MC1056198 We are announcing the Configure feedback surveys using Copilot Studio feature. With this feature you can create and manage surveys that go out to the customers after a call or conversation ends. This feature will be generally…

Message ID: MC1055726 We are announcing the Use enhanced analytics for voicemail and direct callback feature for Dynamics 365 Contact Center. This feature will enhance the existing analytics data model to provide insights into calls that overflow and are handled…