All Articles Videos Podcasts

Dynamics 365 Contact Center Articles

Dynamics 365 Contact Center

Dynamics 365 Contact Center – Advanced Voice and Chat Agent Analytics on Omnichannel Historical Bot Dashboard

We are announcing advanced voice and chat agent analytics on the Omnichannel Historical Bot Dashboard in Dynamics 365 Contact Center. This fea...

9 months ago

We are announcing view and manage shift schedules with My Schedule calendar feature for Dynamics 365 Contact Center. This feature allows custo...

1 year ago

We are announcing the ability to monitor the lifecycle of a work item through Application Insights in Dynamics 365 Contact Center. This featur...

10 months ago

We are announcing the ability to start quality and coaching in one click with out-of-box criteria in Dynamics 365 Contact Center. This feature...

17 days ago

We are announcing the ability to securely consult and transfer calls to non-Microsoft systems for PSTN numbers, and IVR in Dynamics 365 Contac...

2 months ago

We are announcing the ability to enable intent group and agent group-based metrics and dimensions for real time analytics for record routing i...

10 months ago

To enable the feature of generating knowledge articles through Copilot, navigate to Customer Service Admin Center >> Agent Experience ...

1 year ago

We are announcing that beginning on June 8, 2026, with full availability by June 31, 2026, Dynamics 365 Contact Center will now track session ...

2 months ago

We are announcing the ability to automatically handle waiting conversations when queues close or become unstaffed in Dynamics 365 Contact Cent...

2 months ago

Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training...

1 year ago

Get the latest Dynamics 365 and Power Platform content in your inbox

A curated digest of community blogs, product news, videos, and podcasts — delivered without the noise.

Weekly updates Unsubscribe anytime Fresh community picks