Dynamics 365 Contact Center – Use enhanced disposition code capabilities

We are announcing new disposition code functionality which will enable more configurability in indicating the outcome of a voice or chat conversation in Dynamics 365 Contact Center. This feature will reach general availability on July 31, 2025. How does this affect me? The enhancements of disposition codes help customer service representatives save time and resources in indicating how calls end. Customer service representatives can choose from a predetermined list while supervisors can view these codes in the closed conversation summary form to aggregate data on how calls are going for their representatives. Customer service representatives will have the ability to choose a category that will filter the available disposition codes. If the administrator has enabled a maximum number of disposition codes allowed, customer service representatives will see the number displayed in the disposition code area. What action do I need to take? This message is for awareness and no action is required. Message ID: MC1107207

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