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Dynamics 365 Contact Center

Using the Smart Paste (Preview) feature to fill the form fast in Dataverse / Dynamics 365

To enable this feature navigate to Power Platform Admin Center > Environment > Features > Enable smart paste (preview) With the sm...

1 year ago

Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. Customers can leverage ...

1 year ago

We are announcing the ability to use pick-based work assignment at queue level in Dynamics 365 Contact Center. This feature will reach general...

17 days ago

We are announcing the ability to place a consulting representative on hold in a call in Dynamics 365 Contact Center. This feature will reach g...

10 months ago

We are announcing the ability to enable selective hold with music and exit prompts in Dynamics 365 Contact Center. This feature will reach gen...

9 months ago

We are announcing the ability to enable Intent group and Agent group metrics for real-time analytics in Dynamics 365 Contact Center. This feat...

9 months ago

We are announcing the ability to automate shift rotations for consistent workforce coverage in Dynamics 365 Contact Center. This feature will ...

1 month ago

We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will re...

8 months ago

We are announcing the ability to utilize average wait time in messaging API channels in Dynamics 365 Contact Center. This feature will reach g...

3 months ago

Although announced back in the Fall 2025, as we know things take time to fully mature and smooth themselves around the edges. The new Microso...

5 months ago

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