FEATURES.mdv34 · 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 |
|---|---|---|
| 2026-10-28 | Updated: Transfer and Consult Settings — added reroute (Remove skills on reroute, fallback queue behaviour, context-change gotcha). | |
| 2026-10-24 | Screen Recording Data Masking | New doc — blurs PCI, PII and password values in screen recordings via Azure AI Vision and Language; visual only, irreversible, fails open, environment-wide field selection |
| 2026-10-24 | Quality Evaluation Agent | Updated — knowledge sources in evaluation criteria (preview) with their limits, Not Applicable scoring, regenerate evaluation summary |
| 2026-10-24 | Evaluation Plans: Scheduling and Sampling Quality Reviews | Updated — overall score excludes Not Applicable questions, score breakdown, on-demand evaluation covers emails |
| 2026-10-21 | Data Masking | Updated — manual masking by representatives, audit encryption and its limits |
| 2026-10-18 | WhatsApp Channel (Twilio) | New doc — Twilio route for WhatsApp (the supported path now ACS is deprecated): sandbox v production, 24-hour session rule, Content template SIDs, Business-Scoped User ID routing and Contact Book decisions. |
| 2026-10-18 | Retired | Locale & Language Settings, Instagram Direct Messages and Licensing & Subscription Management — Learn source pages 404 for 85 days with no successor; archived. |
| 2026-10-15 | Proactive Delivery APIs (CCaaS) | Updated — CCaaS_CreateProactiveDelivery for voice, SMS, MMS and WhatsApp, RequestId idempotency, MMS attachment limits and time-zone rules (MMS/WhatsApp Public Preview). |
| 2026-10-15 | Proactive Engagement for Messaging (SMS, MMS, WhatsApp) | New doc — outbound messaging workstream and wizard, MMS (Twilio/Infobip only, public CDN media) and WhatsApp template rules (Public Preview), response timeout, frequency limits and time-zone handling. |
| 2026-10-15 | Proactive Voice: Reattempts, Contact Chaining and Cancellation | New doc — retry rules, five-contact chains and sequencing, display number distribution, and cancellation policies. |
| 2026-10-10 | Evaluation Plans: Scheduling and Sampling Quality Reviews | New doc — Evaluation plans — trigger, recurring and once schedules, case sampling, AI agent versus assisted methods, 20,000-record batches and why trigger plans have no run history. |
| 2026-10-08 | Real-Time Streaming: Self Service View | New doc — containment, escalation, language and intent metrics for self-service agents (Public Preview); percentages use only the last 15 minutes of completed conversations. |
| 2026-10-06 | Conversation Orchestration using AI-Powered Playbooks | Updated — seven trigger events (incl. timer, consult, sign-in, direct inbound call), seven conditions and a much wider action set (callback, voicemail, external number, end conversation, expand pool, set presence); direct-dial overflow scenario, 30-second minimum interval, solution-based migration and the language-model conversion caveat; ⚠️ Preview |
| 2026-10-06 | Proactive Engagement Outcomes (Voice and SMS) | New doc — system voice results with SIP mappings (Busy now reported as NoAnswer), SMS lifecycle outcomes, AI agent outcomes and disposition codes, Preview dial mode limits, and the two-stage SMS timeout model |
| 2026-10-06 | Real-Time Streaming: Representatives View | New doc — live representative presence, capacity and answered/offered grid in the streaming portal, with bulk update of queues, presence, skills and capacity; ⚠️ Preview |
| 2026-10-05 | Intraday Performance Report | New doc — planned versus actual volume, handle time, service level and staffing per interval, by channel and queue, with an Over/Under coverage column (scheduled minus required including shrinkage); only Fcst. Vol. is a true forecast, actuals refresh every 10 seconds, history starts at enablement; ⚠️ Preview |
| 2026-09-26 | WFM Adherence Alerts | New doc — proactive in-app alert when a representative drifts out of adherence with their published shift, on top of the existing tracker and history report; scoped by planning group/shift plans/activity types, one toggle shared with volume spike alerts, scope locked after creation; ⚠️ Preview |
| 2026-09-24 | Azure Communication Services Retirement and Migration | New doc — Microsoft retires standalone ACS voice, SMS and WhatsApp on 30 Sept 2028 (announced 23 Sept 2026), and from 30 Sept 2026 tenants without an existing ACS resource can't acquire or port numbers into ACS at all. Three voice destinations (Teams Calling Plan, Teams Direct Routing, Operator Connect), Direct Offer moves by manual support ticket only, Asia Pacific numbers can't go to Calling Plan; SMS moves to Twilio or Infobip, WhatsApp to Twilio |
| 2026-09-24 | WhatsApp Channel · SMS Channel · ACS PSTN Integration · Direct Routing | Updated — all four carry the ACS deprecation, its dates and the migration destination. The SMS doc's "prefer ACS if the client already uses ACS for voice" advice is now inverted, and both voice docs are marked legacy for net-new design |
| 2026-09-23 | MCP Tools and MCP Server Support for AI Agents | Updated — the Agent 365 Tooling Gateway documented as the Microsoft-hosted broker for every first-party MCP connection: it authenticates to Dataverse and enforces roles at both discovery and execution. Also captured that tools not mapped to a privilege are discoverable by default, and the expanded tool categories (intelligence and recommendations, data and search, knowledge-gap identification, create-case-from-email) |
| 2026-09-23 | Screen Recording | Updated — Microsoft added an admin opt-out for the red recording border on 22 Sept 2026, US tenants only, gated behind an in-product legal attestation that is logged per administrator per environment. With it off there is no on-screen indicator at all. Also added multi-screen capture and the tenant-level audio toggle that silently overrides every workstream setting |
| 2026-09-22 | MCP Tools and MCP Server Support for AI Agents | Updated — the first-party tool set went GA September 2026 (90+ tools, validated client list, Dataverse-aligned access) while inbound registration of non-Microsoft MCP servers stays preview. The two halves now have different maturity, which is the thing to check before quoting a status to a client |
| 2026-09-22 | Workforce Engagement Management App | New doc — standalone app putting workforce management and quality management in one place; same WFM package, same data, different site map; in-app Admin settings; single-session only in preview; visible only to holders of the new WFM or existing quality roles; ⚠️ Preview |
| 2026-09-22 | Workforce Engagement Management Security Roles | New doc — five dedicated WFM roles (Administrator, Forecaster, Scheduler, Intraday Analyst, Service Rep) finally split what Omnichannel supervisor granted in one lump; app-scoped only, unlike the three quality roles which apply everywhere; full privilege matrix, the bid/swap approval asymmetry, and role-as-app-visibility-key; ⚠️ Preview |
| 2026-09-22 | Customer Service MCP Server via Agent 365 Tooling Gateway | Updated — reached GA September 2026 as an independent offering (Dynamics 365 Customer Experience MCP Server for Service): 90+ tools across case, customer, knowledge, email and activity management, a published validated-client list, and access aligned to existing Dataverse roles. A client can now buy the server without adopting Service Agent |
| 2026-09-22 | Infobip SMS Channel | Updated — Microsoft rewrote the setup on 21 Sept 2026: you now need the Dataverse organization ID, an Infobip application whose Application ID is that organization ID, the SMS number associated to it, and an API key carrying the message:send scope (also reused for HMAC). Added the four-GUID confusion and the silently-failing-send gotchas |
| 2026-09-22 | Copilot Plugins for Generative AI | Source repointed — Microsoft deleted the dedicated plugins article and folded it into Extend Copilot with Copilot Studio; extensibility has been configured primarily in Copilot Studio since April 2026. Existing plugins keep working |
| 2026-09-22 | Copilot Knowledge Sources from Copilot Studio | Source repointed — same consolidation into Extend Copilot with Copilot Studio; existing Copilot Studio knowledge keeps working and needs no action |
| 2026-09-19 | Quality and Coaching Skills | Updated — the case recurring-plan Sampling model documented: Absolute Number vs Percentage, Selection strategy Top/Bottom over a Filter date type, Sample by: Representative with scope set via an Owner condition (teams resolved at runtime), a 20,000-record batch cap, and the three run-history columns. Plan end dates are now optional. Two gotchas added: an unevenly-distributable representative sample creates no batch at all and only shows in run history, and sampling fields go read-only once a plan is active |
| 2026-09-17 | Callback (In-Queue & Scheduled) | Updated — Microsoft added an IMPORTANT note on 16 Sept 2026 steering direct callback to customer-first direct callback: enabling it makes it the default callback experience with no way back. Also added the seven-day auto-close on direct callback requests and the CCaaS_CreateProactiveVoiceDelivery scheduling route, plus two gotchas |
| 2026-09-17 | Customer-First Direct Callback | Updated — direct callback requests now documented as closing automatically after seven days |
| 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 | 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
- 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 Data Masking — Azure AI OCR + PII detection blurs card and personal data on screen; visual only, irreversible, fails open
- 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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