Dynamics 365 Contact Center – Enable Intent group and agent group-based metrics and dimensions [MC1172377]

Dynamics 365 Contact Center – Enable Intent group and agent group-based metrics and dimensions [MC1172377]

Message ID: MC1172377 We are announcing the ability to enable intent group and agent group-based metrics and dimensions for real time analytics for record routing in Dynamics 365 Contact Center. This feature will reach general availability on October 20, 2025.…
Dynamics 365 Contact Center – Agent Insights Empowering AI Supervisors on their Autonomous Transformation [MC1171742]

Dynamics 365 Contact Center – Agent Insights Empowering AI Supervisors on their Autonomous Transformation [MC1171742]

Message ID: MC1171742 We are announcing the ability to view the performance of AI agents from the Agent Insights dashboard in Dynamics 365 Contact Center and Customer Service. The Agent Insights dashboard equips Supervisors with real-time visibility into key performance…