| 577895 |
Dynamics 365 Contact Center: Quality Evaluation Agent - Review historical quality metrics in a unified dashboard
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
In development |
2027-03 |
11 Nov 2026 |
| 578901 |
Dynamics 365 Contact Center: Segmentation of recordings and transcripts in Contact Center
Dynamics 365 Contact Center
Web
|
In development |
2027-04 |
06 Nov 2026 |
| 577788 |
Dynamics 365 Contact Center: Unified routing - Orchestrate conversation distribution with natural language playbooks
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
06 Nov 2026 |
| 576831 |
Dynamics 365 Contact Center: Workforce engagement management - Analyze adherence history to optimize workforce planning
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
Launched |
2026-06 |
06 Nov 2026 |
| 576759 |
Dynamics 365 Contact Center: Unified routing - Handle waiting conversations when queues close or become unstaffed
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
06 Nov 2026 |
| 576746 |
Dynamics 365 Contact Center: Unified routing - Assign conversation to expert who engaged with the customer previously
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
06 Nov 2026 |
| 576607 |
Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
06 Nov 2026 |
| 576606 |
Dynamics 365 Contact Center: Use bullseye routing with user groups to orchestrate conversations
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
06 Nov 2026 |
| 576605 |
Dynamics 365 Contact Center: Boost contact center efficiency with real-time streaming analytics
Dynamics 365 Contact Center
Web
|
Rolling out |
2026-10 |
03 Nov 2026 |
| 575272 |
Dynamics 365 Contact Center: Reroute conversations to the right queue automatically
Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
28 Oct 2026 |
| 574113 |
Dynamics 365 Contact Center: Historical analytics
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
Rolling out |
2026-10 |
28 Oct 2026 |
| 574112 |
Dynamics 365 Customer Service: Shared analytics for historical reporting
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
Rolling out |
2026-10 |
28 Oct 2026 |
| 578073 |
Dynamics 365 Contact Center: Workforce engagement management - Manage overnight shifts as a single continuous schedule
Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
23 Oct 2026 |
| 578069 |
Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice
Dynamics 365 Contact Center
Web
|
In development |
2026-11 |
23 Oct 2026 |
| 577801 |
Dynamics 365 Contact Center: Administrator experiences - Use enhanced customer-first direct callbacks
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-08 |
22 Oct 2026 |
| 577812 |
Dynamics 365 Contact Center: Administrator experiences - Manage users through Microsoft Entra security groups
Dynamics 365 Contact Center
Web
|
Launched |
2026-07 |
22 Oct 2026 |
| 577808 |
Dynamics 365 Contact Center: Administrator experiences - Use Service Operations Agent to accelerate setup, onboard, and verify config changes
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
Launched |
2026-07 |
22 Oct 2026 |
| 577802 |
Dynamics 365 Contact Center: Workforce engagement management - Automate shift rotations for consistent workforce coverage
Dynamics 365 Contact Center
Web
|
Launched |
2026-08 |
22 Oct 2026 |
| 577790 |
Dynamics 365 Contact Center: Workforce engagement management - Enable evaluation retries and improve error handling
Dynamics 365 Contact Center
Web
|
Launched |
2026-07 |
22 Oct 2026 |
| 576875 |
Dynamics 365 Contact Center: Service representative experiences - Use pinned contacts and queues during consult and transfer
Dynamics 365 Contact Center
Web
|
Launched |
2026-06 |
16 Oct 2026 |
| 576842 |
Dynamics 365 Contact Center: Supervisor experiences - Provide real-time coaching with Quality Assurance Agent
Dynamics 365 Contact Center
Web
|
Launched |
2026-06 |
16 Oct 2026 |
| 576837 |
Dynamics 365 Contact Center: Unified routing - Use pick-based assignment method for work items
Dynamics 365 Contact Center
Web
|
Launched |
2026-08 |
16 Oct 2026 |
| 576819 |
Dynamics 365 Contact Center: Omnichannel customer experiences - Use data masking to protect customer data
Dynamics 365 Contact Center
Web
|
Launched |
2026-10 |
16 Oct 2026 |
| 576780 |
Dynamics 365 Contact Center: Administrator experiences - Support average wait time in messaging API channels
Dynamics 365 Contact Center
Web
|
Launched |
2026-06 |
16 Oct 2026 |
| 576779 |
Dynamics 365 Contact Center: Unified routing - Use average wait-time diagnostics for wait-time predictions
Dynamics 365 Contact Center
Web
|
Launched |
2026-08 |
16 Oct 2026 |
| 576772 |
Dynamics 365 Contact Center: Omnichannel customer experiences - Handle duplicate callback requests in overflowing queues
Dynamics 365 Contact Center
Web
|
Launched |
2026-08 |
16 Oct 2026 |
| 576771 |
Dynamics 365 Contact Center: Supervisor experiences - Track segment‑level metrics across queues
Dynamics 365 Contact Center
Web
|
Launched |
2026-06 |
16 Oct 2026 |
| 576756 |
Dynamics 365 Contact Center: Omnichannel customer experiences - Use ML-based sensitive data redaction for human interactions
Dynamics 365 Contact Center
Web
|
In development |
2027-03 |
16 Oct 2026 |
| 576636 |
Dynamics 365 Contact Center: Copilot and AI innovation - Use agentic simulations to evaluate contact center setup
Microsoft Copilot (Microsoft 365)Dynamics 365 Contact Center
Web
|
In development |
2027-06 |
16 Oct 2026 |
| 576634 |
Dynamics 365 Contact Center: Administrator experiences - Use industry templates to set up autonomous contact centers
Dynamics 365 Contact Center
Web
|
In development |
2027-06 |
16 Oct 2026 |
| 573266 |
Dynamics 365 Contact Center: Quality evaluation - One-Time Evaluation Frequency
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
Launched |
2026-10 |
14 Oct 2026 |
| 573245 |
Dynamics 365 Contact Center: Out of the box real time translation on digital channels
Dynamics 365 Contact Center
Web
|
In development |
2027-01 |
14 Oct 2026 |
| 573267 |
Dynamics 365 Contact Center: Quality evaluation - Recurring conversation evaluations
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
Launched |
2026-10 |
05 Oct 2026 |
| 573383 |
Dynamics 365 Contact Center: Quality evaluation - Specify who to evaluate in conversations
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
Launched |
2026-09 |
30 Sep 2026 |
| 571302 |
Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
In development |
2027-01 |
21 Sep 2026 |
| 571193 |
Dynamics 365 Customer Service: Inactivate quality evaluation records
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
In development |
2026-09 |
21 Sep 2026 |
| 571192 |
Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
In development |
2026-09 |
21 Sep 2026 |
| 571191 |
Dynamics 365 Customer Service: Detailed quality evaluation score breakdown
Dynamics 365 Contact CenterDynamics 365 Customer Service
Web
|
In development |
2026-09 |
21 Sep 2026 |
