FEATURES.mdv19 · history
Single-pane view of every documented feature. For the section-by-section index, see the front page.
Tags used below: ⚠️ Preview — feature is in preview and may change · ⚠️ Deprecated — approaching or past end-of-life · [Standalone only] — not available in embedded deployments · [🔑 Licence] — requires an add-on or separate licence
🆕 New & Updated
| Date | Feature | Change |
|---|---|---|
| 2026-09-15 | Agent Forecasting for Conversations | ⚠️ Deprecated 14 Sept 2026 — forecasting for case/conversation volumes and for representatives on conversations is deprecated in Contact Center and Customer Service; support ends 30 Oct 2026, removal after. Replacement is forecast scenarios in workforce engagement management. Added the deprecation banner, a gotcha and the revised review trigger |
| 2026-09-15 | Planning Groups | Updated — planning group scoping now reaches downstream: selecting a group on a forecast scenario populates and locks Time zone/Channel/Queue, capacity plans built from a scenario inherit the group (uploaded-file plans don't), and both the adherence tracker and the adherence history report gained a Planning group filter |
| 2026-09-12 | Assignment Methods for Queues | Updated — Microsoft published assignment scale limits on 11 Sept 2026; added the full table (custom assignment caps at 10,000 queued items, 500 conversations/min, 2,000 users per queue and 20 queues with cross-queue prioritisation, against 50,000 / 5,000 / 5,000 / 100 for the out-of-the-box methods) plus a gotcha and consultant guidance on sizing custom rulesets against peak volumes |
| 2026-09-11 | Copilot Help Pane (Ask a Question / Draft a Response) | Updated — Microsoft added a CAUTION that email generation from trusted webpages may not work as expected because the underlying Bing Search API is retiring; added the retirement link, a gotcha that it will degrade quietly rather than error, and consultant guidance to move that content into knowledge articles |
| 2026-09-10 | Quality Evaluation Historical Analytics | New doc — two Power BI dashboards (Summary, Evaluation Criteria) over Quality Evaluation Agent output; admin-enabled under Insights, two years of history on a 24-hour refresh, business-unit RBAC, critical-question failure metric, documented custom lowest-score table |
| 2026-09-10 | WFM: Manage External Data | Updated — renamed from Import historical data; three file types (external history for a forecast scenario, external forecast for capacity planning, capacity plan parameter override), WFM Forecaster/Administrator roles, strict UTF-8 CSV templates with 15-minute boundaries, legacy Interval/MaxVolumeByHour/AgentCount columns now ignored |
| 2026-09-08 | Quality and Coaching Skills | Updated — added conversation sampling (percentage of matching conversations evaluated), the Weights step on on-conversation-close plans, supervisor-triggered on-demand evaluations from the Closed QAA conversations view, and the requirement to activate indicators/guardrails before a plan can use them; billing wording now consumption-based capacity |
| 2026-09-04 | Consult with AI Agents During Voice Conversations | New doc — representatives pull a voice-enabled AI agent into a live call via the consult option to run a scripted workflow (disclosure, consent capture, PIN verification); per-agent pause-recording and hold settings; consult is the only join path; ⚠️ Preview |
| 2026-08-27 | Quality Assurance Agent Dashboard | New doc — historical analytics dashboard for supervisors on Quality Assurance Agent output; KPI cards (avg quality score, % quality dips, supervisor notifications), quality-by-indicator/threshold-breach/over-time charts and a per-representative table; 60-day default window; needs historical analytics enabled and a quality threshold set |
| 2026-08-27 | Customer Intent Agent | Updated — added optional business profile for intent mining, discovery guidance to shape intent count/granularity and case-to-intent clustering, and auto-promote for high-confidence intents (with a gotcha that it bypasses manual review) |
| 2026-08-25 | Customer-First Direct Callback | New doc — GA callback model that dials the customer first and only engages a representative once they answer, cutting rep idle time; driven by callback profiles with AI-agent verification, dynamic wait-time pacing and per-queue allocation; enablement is irreversible |
| 2026-08-25 | Conversation Orchestration using AI-Powered Playbooks | Updated — channel coverage broadened from voice + live chat to voice + all messaging; added the keep-same-expert-for-async-chats scenario and the six-prompt gallery; ⚠️ Preview |
| 2026-08-21 | Planning Groups | New doc — the base unit of workforce management: bundles queue/channel combinations, time zone and service objectives that every forecast, capacity plan, schedule and report inherits; one combination per group enforced; also the supervisor visibility boundary |
| 2026-08-20 | View and Analyze Forecast Results | New doc — read-and-analyse end of WFM forecasting: open a scenario's report to compare actual vs forecast volume/AHT by time, channel and queue; volume chart, per-interval data table, snapshot versioning and filter-scoped Excel export; actuals lag until periods pass |
| 2026-08-20 | Workforce Alerts for Volume Spikes | New doc — notifies supervisors when live conversation volume stays above forecast for a set number of intervals; five-minute monitor against a linked forecast plan, informational only; needs a published shift plan with linked capacity plan; ⚠️ Preview |
| 2026-08-19 | Workforce Engagement Management MCP Tools for Service Agent | New doc — reps/supervisors handle WEM time-off, shift swap and shift bid requests through Service Agent in natural language; three MCP tools (list_wem_requests, get_wem_request_details, decide_wem_time_off_request); decisions are time-off only and role-scoped by existing Dataverse security |
| 2026-08-18 | Weighted Average Forecasting | New doc — third WFM forecast scenario type; blends selected historical days by weight to forecast intraday volume and AHT with confidence bands; external-data-only, manual refresh; ⚠️ Preview |
| 2026-08-16 | Assignment Methods for Queues | Updated — added the new No auto assignment (pick-based) method, GA Aug 2026: conversations stay in queue for representative pickup or supervisor manual assignment; added when-to-use, gotchas and consultant guidance on the SLA risk of pull-based queues |
| 2026-08-16 | Enhanced Chat Widget | Updated — now-published Modern widget config: two setup paths (Add Modern UI to existing workstream, or new Modern chat channel), live preview pane, and the shared Behaviors/User features caveat between modern and classic |
| 2026-07-31 | Customer Service MCP Server via Agent 365 Tooling Gateway | New doc — outbound CX MCP Server - Service exposed to Copilot Studio and external MCP clients (VS Code, Cursor, ChatGPT, Claude Code) via the Microsoft-hosted Agent 365 Tooling Gateway; OAuth /.default with admin consent; per-ring hosts/app IDs; FedRAMP High egress notice; public preview |
| 2026-07-29 | Service Agent Copilot Tool Privileges | New doc — Dataverse privilege reference gating discovery and execution of Service Agent Copilot tools; fail-open at discovery but Dataverse enforces a 403 at runtime; maker vs user customise privileges |
| 2026-07-17 | Apple Messages for Business Channel | Deprecation noted — onboarding deprecated 2026-07-17; Apple config options in Copilot Service admin center removed 2026-09-30; existing channels keep working |
| 2026-07-14 | Bullseye Routing | New doc — progressive-expansion assignment via conversation orchestration playbooks; user-group levels widen the pool on wait-time thresholds; no custom assignment; public preview |
| 2026-07-11 | Shift Rotation Policies | New doc — WFM rotation of representatives across recurring time slots on a fixed cadence; auto-scheduler only; immovable activation date; public preview |
| 2026-07-08 | Voice Biometrics and Anti-Fraud Agent | New doc — voiceprint caller verification and anti-fraud agent across voice agent and rep calls; part of an MFA strategy with OTP/knowledge challenges; ⚠️ Preview (Aug 2026), GA Sep 2026 |
| 2026-07-03 | Proactive Engagement Dashboard | New doc — real-time supervisor dashboard for proactive outbound; live pending/in-progress/throughput/pacing tiles in Omnichannel real-time analytics |
| 2026-07-03 | Proactive Delivery APIs (CCaaS) | New doc — CCaaS_CreateSimpleProactiveDelivery, CreateProactiveBulkDelivery (+V2), and GetDeliveryTasks for API-driven proactive outbound; caller owns consent/quiet-hours |
| 2026-07-01 | MCP Tools and MCP Server Support for AI Agents | New doc — first-party MCP tools plus registering non-Microsoft MCP servers to extend Service Agent; Entra-auth endpoints only; configured via maker mode; public preview |
| 2026-07-01 | Service Agent in Microsoft 365 Copilot | GA 30 June 2026 — preview language removed; added Outlook surface, in-chat file/image/chart/Office capabilities, and MCP extensibility |
| 2026-06-24 | Agentic Simulations | New doc — AI-generated conversations to test AI agents and voice routing before go-live; voice inbound only; ~40 Copilot Studio credits per run; public preview |
| 2026-06-23 | Real-Time Streaming Analytics | New doc — event-driven supervisor analytics in a separate CC-only preview portal; Wallboard/Conversations/Queues/Representatives/Assisted Service views; public preview |
| 2026-06-12 | Quality and Coaching Skills | New doc — real-time AI quality scoring and live coaching nudges; evaluation plans, quality indicators, and guardrails; Copilot credit-billed |
| 2026-06-06 | Proactive Engagement Consent Management | New doc — opt-out tracking and do-not-call enforcement for proactive outbound voice/SMS |
| 2026-06-03 | Copilot Verbatim Responses for Knowledge Articles | GA June 2026 — preview label removed; tagging behaviour now stable |
| 2026-05-22 | Headset Call Controls (Answer and Hang Up) | New doc — Teams-certified headset answer/hang-up support; GA September 2026 |
| 2026-05-22 | Average Wait-Time Diagnostics | New doc — Application Insights AWT logging and real-time queue-level diagnostics; GA May 2026 |
| 2026-05-15 | Real-Time Voice Agents (Speech-to-Speech IVR) | New doc — Speech-to-speech IVR via Copilot Studio + OpenAI gpt-4o-realtime; GA April 2026 |
| 2026-05-15 | LLM-Based Sensitive Data Redaction for Human Interactions | New doc — PCI data redaction in live agent conversations using LLM; GA planned September 2026 |
| 2026-05-15 | Pinned Contacts and Queues During Consult and Transfer | New doc — Admin-managed or agent-managed pins for consult/transfer panel; GA May 2026 |
| 2026-05-15 | Reliable Post-Call Actions for Caller Hangups (Voice Agents) | New doc — Instant hangup detection for voice agent flows; post-call actions fire on caller disconnect; GA March 2026 |
| 2026-05-15 | WFM AI Credit Estimation | New doc — Project AI credit consumption from WFM forecast scenarios; supports QEA, Case Mgmt, and Customer Intent agents |
| 2026-05-12 | Conversation Orchestration (AI-Powered Playbooks) | New doc — AI-driven playbooks for dynamic queue prioritisation and overflow; public preview |
2026 Wave 1 (April – September 2026)
| GA Date | Feature | Notes |
|---|---|---|
| 2026-04-27 | Real-Time Voice Agents (Speech-to-Speech IVR) | Speech-to-speech IVR via Copilot Studio + OpenAI gpt-4o-realtime through Foundry |
| 2026-05 | Pinned Contacts and Queues During Consult and Transfer | Admin-pushed or agent-managed pins; BU-scoped |
| 2026-09 | LLM-Based Sensitive Data Redaction for Human Interactions | PCI data redaction in live agent conversations using LLM (not yet released) |
| 2026-04 | Enhanced Dial Pad for DTMF Tones | Faster, reliable DTMF; admin-enable via DTMF Broadcast |
| 2026-04-13 | Cancel Voice Consult with External Number | Cancel consult/transfer during ringing; automatic, no config |
| 2026-04 | Infobip SMS Channel | Infobip as third SMS provider alongside ACS and Twilio |
| 2026-04 | Callback Deduplication | Prevent duplicate callbacks from same caller in overflow |
| 2026-04 | Queue Availability API | Real-time rep availability and wait times via API |
| 2026-04 | Consent-Based Recording | GDPR-aligned opt-out recording, consent travels through escalation |
| 2026-04 | Proactive SMS Engagement | Outbound SMS via CCaaS API, Journeys, MCP, or file upload |
| 2026-04 | Conversation Orchestration (AI-Powered Playbooks) | ⚠️ Preview — AI-driven playbooks for dynamic queue prioritisation and overflow; voice and chat only; PAYG billing |
| 2026-05 | WFM AI Credit Estimation | Project AI credit consumption from WFM forecast scenarios; supports QEA, Case Mgmt Agent, Customer Intent Agent |
| 2026-05 | WFM Adherence History | Historical adherence analytics for supervisors; trend chart, metrics dashboard, activity summary |
| 2026-05 | Segment-Level Metrics Across Queues | Per-queue wait time, SLA, abandonment tracking. Note: changes existing metric calculations — flag with ops team |
| 2026-05 | Service Operations Agent | ⚠️ Preview — AI assistant for admin config; entered public preview April 2026 |
| 2026-06 | Secure Consult/Transfer for PSTN and IVR | ⚠️ Preview — Auto-pause recording on external PSTN transfer; GA Jun 2026 |
| 2026-09 | Enhanced Chat Widget | ⚠️ Preview — Faster load, modern look, new workstream script tag; Preview May 2026, GA Sep 2026 |
| 2026-09 | Enhanced Customer Authentication | OAuth 2.0, mid-conversation auth, Copilot Studio alignment; GA Sep 2026 (planned, no preview) |
2025 Wave 2 (October 2025 – March 2026)
| GA Date | Feature | Notes |
|---|---|---|
| 2025-10 | Customer Knowledge Management Agent | Autonomous AI agent that creates and updates KB articles from closed cases; semi/fully autonomous modes |
| 2025-10 | Agent Inbox Enhancements | Configurable inbox card layout and open behaviour for messaging channels; user group filtering |
| 2025-10 | Feedback Agent (Customer Feedback Survey Agent) | Copilot Studio-based survey agent; in-channel post-conversation feedback |
| 2025-10 | Pre-Connection Audio Checks | Audio device preheating to eliminate clipped greetings |
| 2025-11 | Audible Sound for Call Connection | Audio notification when agent's device is live |
| 2026-01 | Proactive Voice Personalisation | Three dial modes (Copilot lead, preview, progressive), throttling/pacing, Copilot agent for outbound |
| 2026-02 | Deep Noise Suppression | Org-level AI noise suppression for voice calls |
| 2026-02 | SIP X Header Support for Context Transfer | Passes up to 5 custom SIP headers (256 chars each) for Direct Routing deployments |
| 2026-02 | Custom Reporting Variables for Historical Bot Dashboard | Copilot Studio variables surface in bot dashboard for LoB/campaign segmentation |
| 2026-02-27 | Custom Voice for Voice Agents | Custom neural voice for IVR agents |
| 2026-03 | Proactive Voice Engagement | Outbound calling with AMD, predictive/preview dial, SIP outcomes |
| 2026-03-23 | Reliable Post-Call Actions for Caller Hangups (Voice Agents) | Instant hangup detection for Copilot Studio voice agent flows; post-call actions fire on disconnect |
| 2026-03-30 | Rich Media Messaging | Forms, suggested replies, adaptive cards for chat and WhatsApp |
| 2025 Wave 2 | Speaker-Wise Split Recordings | Colour-coded per-speaker recording tracks in closed conversation view |
| 2025 Wave 2 | Copilot Plugins | ⚠️ Preview — 15-min publish delay confirmed |
| 2025 Wave 2 | Verbatim Responses | ⚠️ Preview — Ask a Question scope only |
| 2025 Wave 2 | Knowledge Sources | ⚠️ Preview — Uses Graph connectors, not Copilot connectors |
2024 Wave 1 (April 2024 – September 2024)
Features available from the D365 Contact Center standalone launch.
| GA Date | Feature | Notes |
|---|---|---|
| 2024 Wave 1 | Customer Assist Agent | Autonomous AI agent end-to-end, Copilot credits, voice + digital [🔑 Licence] |
| 2024 Wave 1 | Desktop Companion App (Embedded Voice) | Windows app required for embedded voice, MDM deployment at scale |
| 2024 Wave 1 | Predictive / Progressive Dialling | Automated outbound dialling modes |
| 2024 Wave 1 | Schedule Adherence & Tracking | Real-time D365 presence vs. schedule comparison, adherence score |
| 2024 Wave 1 | Intraday Management (WFM) | Same-day staffing adjustment view, distinct from supervisor Intraday Insights |
| 2024 Wave 1 | Quality Management (WFM) | Manual QA scorecard, sampling logic, separate from Quality Evaluation Agent AI |
| 2024 Wave 1 | Screen Recording | Desktop companion app required; full-screen capture; no default retention — configure bulk delete before go-live |
| 2024 Wave 1 | WhatsApp Channel | ACS-based WhatsApp; ⚠️ June 2026 BSUID change required — action required |
Earlier
Core platform capabilities predating the D365 Contact Center standalone launch; available through Dynamics 365 Customer Service / Omnichannel for Customer Service.
| GA Date | Feature | Notes |
|---|---|---|
| Earlier | ACS PSTN Integration | ACS resource setup, number acquisition |
| Earlier | Direct Routing (Bring Your Own Carrier) | SBC requirements, SIP carrier via ACS |
| Earlier | Microsoft Calling Plans | Teams Phone numbers in Contact Center [🔑 Licence] |
| Earlier | Real-Time Translation (Voice) | Live audio translation, Azure AI Speech |
| Earlier | Callback (In-Queue & Scheduled) | Callback workstream, capacity counting |
| Earlier | E911 Emergency Calling | Regulatory requirement, location policy |
| Earlier | Music on Hold | Custom audio upload, supported formats |
| Earlier | Phone Number Management & Porting | Porting timeline, release impact |
| Earlier | Email Channel | Exchange/EWS, threading, email routing |
| Earlier | Proactive Chat | Trigger rules, JS snippet, opt-out |
| Earlier | Persistent Chat | Auth requirement, multi-session threading |
| Earlier | Co-browse / Screen Share | Surfly provider, consent prompt |
| Earlier | Instagram Direct Messages | Meta Business Account, 24-hr window |
| Earlier | Microsoft Teams Channel | Internal employee support via Teams chat |
| Earlier | Custom Messaging Channel (Direct Line) | Azure Bot Framework Direct Line |
| Earlier | Bot-to-Agent Escalation | Context transfer, variable mapping |
| Earlier | Intelligent Skill Finder | ML routing, training data requirement |
| Earlier | Wrap-Up / After Contact Work | ACW timer modes, capacity interaction |
| Earlier | Real-Time Translation (Chat) | Azure AI Translator, chat channels only |
| Earlier | Conversation Diagnostics | Per-conversation routing trace |
| Earlier | Intraday Insights Dashboard | Same-day KPIs, differs from Real-Time Analytics |
| Earlier | Sentiment-Triggered Alerts | Threshold config, supervisor alerts |
| Earlier | Real-Time Sentiment Analysis | 1-10 scale, live conversation display |
| Earlier | Voice Analytics Dashboard | Separate enable toggle, call metrics |
| Earlier | Bot / Self-Service Analytics | Containment rate, escalation rate |
| Earlier | Customer Sentiment Analytics | Historical sentiment trends |
| Earlier | Topics Analytics | AI conversation clustering |
| Earlier | Holiday Schedule | Annual re-entry, Operating Hours linkage |
| Earlier | Data Retention & Purge Policies | No native policy, bulk delete jobs |
| Earlier | Channel Integration Framework v2 | Multi-session widget embedding |
| Earlier | Azure Event Grid Integration | Conversation lifecycle events |
| Earlier | Omnichannel JavaScript SDK | Agent-side context API |
| Earlier | RBAC / Security Roles | Three-tier role structure |
| Earlier | Agent SSO | Entra ID, MFA, embedded SSO |
| Earlier | PCI-DSS Compliance | Masking, DTMF suppression, shared responsibility |
| Earlier | Data Residency | Dataverse region, ACS cross-region flows |
| Earlier | GDPR & Data Subject Requests | DSR tools, right to erasure |
| Earlier | Voice Channel — Overview & Architecture | ⚠️ Deprecated — local hosting removed for Switzerland (Oct 2024), India & Japan (Sep 2024) |
| Earlier | Customer Feedback Surveys | ⚠️ Deprecated — post-call survey toggle on voice workstream Language tab removed Aug 2025 |
| Earlier | Copilot Draft a Chat Response | ⚠️ Deprecated — removed 14 Jul 2025; no migration path, replaced by Copilot Help Pane |
| Earlier | Recording & Transcription | Event Grid now required for recording upload |
| Earlier | Outbound Messaging | Flow-only trigger confirmed for SMS + WhatsApp |
⚡ Top Gotchas
The single most important thing to know about each major area. Read this before starting any implementation.
Routing
- Workstream push/pick mode is permanent. You cannot change it after creation. Decide before you build, not during UAT. → Workstreams
- Queue type is permanent. Voice, messaging, and entity queues cannot be converted. Set the type correctly the first time. → Queues
- Capacity profile reset frequency cannot be changed after creation. Get sign-off on this setting before configuring. → Capacity Profiles
Channels
- WhatsApp BSUID change required by June 2026. Existing integrations will break without migration. This needs to be in every active client's action log now. → WhatsApp Channel
- Facebook tokens expire every 60 days. There is no auto-renewal. Build a calendar reminder or automation into the client's ops runbook. → Facebook Channel
- Persistent chat requires authenticated users. Anonymous visitors cannot use it. Confirm your auth setup before scoping. → Persistent Chat
- E911 location policy must be configured before go-live. Regulatory requirement — commonly missed until the final checklist. → E911 Emergency Calling
- Desktop companion app requires MDM deployment (Intune/SCCM) for embedded voice. A one-time manual install will create gaps as new agents join. → Desktop Companion App
Copilot & AI
- Copilot opt-out is permanent per environment. You cannot re-enable it once an environment is opted out. Test everything in a lower environment first. → Configure Copilot
- Smart Assist native AI suggestions were deprecated June 2025. Any existing Smart Assist configuration using native suggestions needs to be migrated to the Copilot Help Pane. → Smart Assist
- Quality Evaluation Agent scoring cannot be turned off once enabled. Every conversation will be scored from that point forward. → Quality Evaluation Agent
Administration
- Operating Hours cannot be migrated via the configuration migration tool. They must be recreated manually in every target environment. → Operating Hours
- Holiday schedules must be re-entered every year. There is no auto-rollover. Add this to the annual ops calendar. → Holiday Schedule
- There is no native retention policy for recordings, transcripts, or screen recordings. Storage grows indefinitely. Bulk delete jobs must be configured before go-live, not as a Phase 2 item. → Data Retention
- Every agent requires a Bookable Resource record. Missing this blocks routing assignment entirely. → User Management
Routing diagnostics
- Routing Diagnostics is deprecated but still the best debugging tool available. Enable it in UAT from day one — you will need it. → Routing Diagnostics
Data & Compliance
- Chat masking and voice sensitive variable masking are two completely separate systems. Configuring one does not cover the other. PCI/sensitive data environments need both. → Data Masking
- Sentiment analytics cannot be backfilled. If you enable it after go-live, historical data is not retroactively scored. Turn it on before the first conversation. → Customer Sentiment Analytics
Full Reference — All 127 Features
01 · Voice Channel
PSTN Setup — how the voice channel connects to the phone network
- Voice Channel Overview — Architecture, ACS dependency, network assessment requirements
- ACS PSTN Integration — ACS resource provisioning, number acquisition, connecting ACS to D365
- Direct Routing (Bring Your Own Carrier) — SBC setup, SIP carrier connected via ACS Direct Routing
- Microsoft Calling Plans — Teams Phone number licence, geographic availability, acquired via M365 admin
[🔑 Licence] - Phone Number Management & Porting — ACS vs Direct Routing numbers, porting timeline, service disruption risk
Inbound, Outbound & Self-Service
- Inbound Calling — Bridged vs non-bridged transfer, operating hours interaction
- Outbound Calling — Personal numbers, 20-min outbound queue delay, geographic restrictions
- Callback (In-Queue & Scheduled) — Callback workstream config, counts against capacity until returned
- Predictive / Progressive Dialling — Automated outbound modes, Power Automate trigger, SIP outcome codes
- IVR / Voice Agents — Copilot Studio IVR, 1-hour call limit, NLU+ licensing
[🔑 Licence]
In-Call Features
- Recording & Transcription — Event Grid prerequisite for upload, MIME type allowlisting
- Real-Time Translation (Voice) — Azure AI Speech, translated audio stream, latency implications
- Voicemail — Operating hours conflict, IVR limitation, storage
- Music on Hold — Custom audio upload (WAV/MP3), per-queue or global config
- E911 Emergency Calling — Regulatory requirement, location policy config via ACS/Teams
Infrastructure
- Desktop Companion App (Embedded Voice) — Windows app required for embedded voice, MDM deployment at scale
01 · Digital Messaging
Chat Variants
- Chat Channel — Widget setup, domain allowlisting, screen sharing toggle
- Proactive Chat — Trigger rules (time-on-page, URL, events), JS snippet, opt-out handling
- Persistent Chat — Requires authenticated users, conversation lifespan config, thread continuity
- Pre-Conversation Survey — Chat only, 10-question limit, exact context variable key names
- Co-browse / Screen Share — Third-party provider (Surfly), agent-initiated, customer consent prompt
- Email Channel — Exchange/EWS mailbox connection, email threading, routing to queues
Social & Messaging Platforms
- SMS Channel — ACS and Twilio providers, no rep-initiated outbound SMS, toll-free verification
- WhatsApp Channel — ⚠️ June 2026 BSUID change required, 24-hour messaging window, Event Grid auth
- Facebook Channel — 60-day token refresh, message tag requirement, dev mode limitations
- Instagram Direct Messages — Meta Business Account, 24-hour window, requires Facebook channel first
- Apple Messages for Business — Apple registration approval (allow weeks), two external dependencies
- LINE Channel — Japan/SEA markets, long-lived access token
Internal & Custom Channels
- Microsoft Teams Channel — Internal employee support via Teams chat, bot manifest deployment
- Custom Messaging Channel (Direct Line) — Azure Bot Framework Direct Line, Copilot Studio bot required
01 · Self-Service / Bots
- Customer Assist Agent — Autonomous AI agent end-to-end, Copilot credits, voice + digital
[🔑 Licence] - Bot-to-Agent Escalation — Context and variable transfer at handoff, agent notification on takeover
02 · Routing
Core Setup — must be configured before any work can be routed
- Unified Routing Overview — Classification → assignment pipeline, channel-agnostic architecture
- Workstreams — Push vs pick is permanent — decide before build; capacity modes; async plug-ins
- Queues — Queue type is permanent — voice/messaging/entity; fallback queue; design order matters
- Capacity Profiles — Reset frequency is permanent at creation; blocks assignment when full
Classification — how work gets labelled and directed
- Work Classification — 10 rulesets / 100 rules / 5 outputs per work item, chaining rulesets
- Intelligent Skill Finder — ML-based skill assignment, minimum training data required, co-exists with rules
- Route-to-Queue Rules — Hit-all vs hit-first evaluation, percentage-based split routing
Assignment — which agent gets the work
- Assignment Methods — Highest capacity / round robin / advanced / dynamic prioritisation
- Skill-Based Routing — Rating model mismatch risk, Exact vs Closest match, proficiency fallback
- Preferred Agent Routing — Bypasses skill matching, push mode only, fallback on agent unavailability
- Overflow Management — Pre-queue vs post-queue triggers, operating hours condition interaction
Specialist Routing
- Record Routing — 5-min polling cycle, capacity release on case resolve, security role requirement
- Routing Diagnostics — ⚠️ Deprecated but still useful — enable in every UAT environment
- Conversation Orchestration (AI-Powered Playbooks) — ⚠️ Preview — natural-language playbooks for dynamic queue prioritisation and overflow; watches wait time, agent availability, and transfer events in real time; voice and chat only; PAYG billing
03 · Agent Experience
Productivity Tools
- Agent Scripts — Linked to session templates, expression-based script selection per conversation
- Macros — "Start macro execution" step required, no conditional branching
- Quick Replies — Locale mismatch causes agents to see wrong language, context key slugs
- Wrap-Up / After Contact Work — Timer modes (auto/forced/none), ACW blocks capacity, disposition code config
Knowledge & AI Assistance
- Knowledge Management — Full-text vs relevance search, portal domain matching for external KB
- Smart Assist — ⚠️ Deprecated June 2025 — migrate to Copilot Help Pane
- Real-Time Translation — Azure AI Translator, chat channels only (not voice), agent language detection
Conversation Management
- Transfer & Consult — Wrap-up config affects consultability, FetchXML for agent directory filtering
- Conversation Diagnostics — Routing trace per conversation, error flags, visible to both agent and supervisor
04 · Supervisor Experience
Monitoring & Dashboards
- Real-Time Analytics — Enabled by default; voice analytics requires a separate checkbox
- Intraday Insights Dashboard — Same-day operational view, 5–15 min refresh; distinct from Real-Time Analytics
- Sentiment-Triggered Alerts — Configurable 1-10 threshold, alerts surface in supervisor dashboard
Intervention Controls
- Supervisor Controls — All 4 controls (listen/whisper/barge/assign) are off by default
- Supervisor Conversation Controls — Role toggle AND dashboard access both required — a common miss
05 · Copilot and AI
Setup & Governance
- Copilot Overview & Configuration — Feature availability matrix: Standalone vs Embedded, GA vs Preview
- Configure Copilot — GA regions only; opt-out is permanent; custom role privileges required
- Real-Time Sentiment Analysis — 1-10 scale updated per message, visible to agent and supervisor, Azure AI dependency
Agent-Facing Features
- Copilot Help Pane — Ask a Question, custom instructions per queue, KB article refresh timing
- Copilot Summaries — 50-token conversation minimum, bot transcripts excluded from summary
- Conversation Summary Format — One global format, 5 built-in categories, affects all agents
- Email Drafting — Standalone draft panel vs inline (RTE v2 required for inline mode)
- Verbatim Responses — ⚠️ Preview — Ask a Question only, configured by KB manager not admin
Knowledge & Extensibility
- Knowledge Sources — ⚠️ Preview — uses Graph connectors, NOT Copilot connectors
- Copilot Plugins — ⚠️ Preview — 15-min publish delay after saving
06 · AI Agents
Self-Service Agents
- Copilot Studio Agent Integration — One agent per workstream, push mode only, 30-min inactivity timeout
- Azure AI Agent — Chat and social channels only, Managed Identity required
- Customer Intent Agent — Copilot credits consumed, intent library, lines of business grouping
[🔑 Licence]
Quality & Insights
- Quality Evaluation Agent — 3 prerequisites; scoring cannot be turned off once enabled
- Agent Insights Dashboard — Standalone only, depends on Quality Evaluation Agent for scoring data
[Standalone only]
Administration & Extended Surfaces
- Consult with AI Agents During Voice Conversations — Voice-only, consult is the only join path; pause-recording/hold settings apply to all consultees ⚠️ Preview
- Agent Hub — Navigation surface in admin center, not a configuration layer itself
- Service Agent in M365 Copilot — Requires M365 Copilot licence, English only, dual icon in Teams (known issue)
[🔑 Licence]
07 · Workforce Engagement
Setup & Forecasting
- WFM Setup & Installation — Separate managed package; every agent needs a Bookable Resource record
[🔑 Licence] - Conversation Forecasting — AI-backed, concurrency config critical for accuracy, 24-hr data delay
⚠️ Deprecated(support ends 30 Oct 2026) - WFM Forecasting & Capacity Planning — WFM-native forecast with scenario modelling, enable alongside Conversation Forecasting
- View and Analyze Forecast Results — Forecast report: actual vs forecast volume/AHT, snapshot versions, filter-scoped Excel export
Scheduling
- Schedule Management — Shift bidding, swapping, time-off requests; activity type Duration required
- Shift-Based Routing — Only enable after schedules are published
- Schedule Adherence & Tracking — Real-time D365 presence vs. schedule comparison, adherence score
- Intraday Management — Same-day staffing adjustment view, distinct from supervisor Intraday Insights
- Workforce Alerts for Volume Spikes — Notifies supervisors when live volume stays above forecast; 5-min monitor, informational only
⚠️ Preview
Quality
- Quality Management (WFM) — Manual QA scorecard, sampling logic, separate from Quality Evaluation Agent AI
08 · Analytics and Reporting
Operational Analytics
- Omnichannel Historical Analytics — Standalone only; base toggle required before add-on dashboards
[Standalone only] - Voice Analytics Dashboard — Separate enable toggle, 24-hr delay, call volume/AHT/abandon rate
- Bot / Self-Service Analytics — Containment and escalation rates; requires Copilot Studio bot connected
Customer & Case Insights
- CS Historical Analytics — Case-level analytics, AI topic clustering, custom app needs App Designer step
- Customer Sentiment Analytics — Historical 1-10 sentiment trends; sentiment analysis must be enabled first — cannot backfill
- Topics Analytics — AI clusters conversations into themes automatically, links to Customer Intent Agent
Feature-Specific Analytics
- Knowledge Analytics — Article insights default-on; search term insights requires a separate checkbox
- Copilot Analytics — Tracks adoption/usage not quality; requires Help Pane and Summaries opted-in first
- Quality Evaluation Historical Analytics — Summary + Evaluation Criteria dashboards over Quality Evaluation Agent output; admin-enabled, 24-hr refresh, business-unit scoped
09 · Administration
Provisioning & Setup
- System Requirements — Supported browsers, network bandwidth, full URL allowlist, third-party cookies
- Copilot Service Admin Center — Unified admin surface replacing OC Admin, adaptive site map by licence
- Provisioning Unified Routing — Auto in Contact Center; manual steps in CS-only; root BU requirement
User & Access Management
- User Management — Bookable Resource record required per agent; bulk management via tools
- Role Persona Mapping — Custom roles require three-step grant (Dataverse role + persona + experience profile)
- Presence & Custom Presence — Custom statuses map to a base status; Busy-DND auto-triggered by calls
Templates
- Experience Profiles — Controls which tools agents see; gates Copilot feature visibility
- Session Templates — Anchor tab required; additional tabs load on session open; comm panel modes
- Application Tab Templates — Page types, slugs, OData filter parameters for entity-type tabs
- Notification Templates — 4-field display limit; desktop notification opt-in; reject button config
Operations
- Operating Hours — Cannot be migrated via config migration tool — recreate manually per environment
- Holiday Schedule — Must be re-entered every year — no auto-rollover; linked to Operating Hours
- Capacity Profiles — Reset frequency permanent at creation; blocks assignment when full
- Record Identification — Context key names are exact-match only; active record status required
- Data Retention & Purge Policies — No native automated policy; configure bulk delete jobs before go-live
10 · Integration and Extensibility
CRM Connectors
- Embedded Widget (Salesforce / ServiceNow) — CTI Adapter/OpenFrame embedding, context variable passing to D365
- Salesforce Data Connector — One-way Salesforce → D365 sync, 10 GB limit, column mapping required
- Configuration Data Migration — Migrate routing config between environments; operating hours excluded
Messaging & Engagement
- Outbound Messaging — SMS and WhatsApp outbound via Power Automate flow only, opt-in compliance
- Customer Feedback Surveys — Copilot Studio backed, MCS_CSAT variable required for CSAT score capture
Microsoft Ecosystem
- Teams Phone Integration — Reuse existing Teams PSTN numbers in Contact Center voice channel
- Teams Voice Consult (VOIP) — Consult or transfer to Teams users who don't have a D365 licence
- Azure Event Grid Integration — Subscribe to conversation lifecycle events for downstream integrations
Extensibility APIs
- Channel Integration Framework v2 — Multi-session third-party widget embedding, session lifecycle APIs
- Omnichannel JavaScript SDK — Agent-side context API for custom tabs; customer-side widget SDK is separate
11 · Security and Compliance
Identity & Access
- RBAC / Security Roles — Three-tier model: Dataverse security role → persona → experience profile
- Agent SSO — Entra ID default SSO, MFA via Conditional Access, embedded deployment nuances
- Chat Authentication — OAuth 2.0 JWT tokens, portal-based sign-in, authenticated context passing to agent
- Service Agent Copilot Tool Privileges — Dataverse privilege-to-tool map for Service Agent Copilot; fail-open discovery, runtime 403 enforcement
Data Protection
- Data Masking — Two independent systems — chat regex rules (10 max) AND voice variable masking
- PCI-DSS Compliance — Native masking + DTMF suppression; actual payment capture needs external PCI system
- Data Residency — Dataverse region set at environment creation; ACS voice may process in a different region
- GDPR & Data Subject Requests — Power Platform DSR tools cover Dataverse; ACS/recording data needs manual process
Monitoring & Control
- Audit Logging — Power Platform audit + Microsoft Purview; routing table audit is separate
- Blocked Numbers — Manual block list + auto-block threshold for spam detection
- Screen Recording — Desktop companion app required; full-screen capture; no default retention — configure bulk delete before go-live
213 features documented · Organised by Microsoft release wave · GA dates sourced from Microsoft release plans and product docs
Last updated: 2026-07-29
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