19 versions · FEATURES.md
v19yesterdaymarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-15 | [Agent Forecasting for Conversations](07-workforce-engagement/feature-conversation-forecasting.md) | ⚠️ **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](07-workforce-engagement/feature-planning-groups.md) | 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](02-routing/feature-assignment-methods.md) | 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)](05-copilot-and-ai/feature-copilot-help-pane.md) | 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](08-analytics-and-reporting/feature-quality-evaluation-historical-analytics.md) | 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 |… 371 unchanged lines …**Setup & Forecasting**- [WFM Setup & Installation](07-workforce-engagement/feature-wfm-setup.md) — Separate managed package; every agent needs a Bookable Resource record `[🔑 Licence]`- - [Conversation Forecasting](07-workforce-engagement/feature-conversation-forecasting.md) — AI-backed, concurrency config critical for accuracy, 24-hr data delay+ - [Conversation Forecasting](07-workforce-engagement/feature-conversation-forecasting.md) — AI-backed, concurrency config critical for accuracy, 24-hr data delay `⚠️ Deprecated` (support ends 30 Oct 2026)- [WFM Forecasting & Capacity Planning](07-workforce-engagement/feature-wfm-forecasting-capacity.md) — WFM-native forecast with scenario modelling, enable alongside Conversation Forecasting- [View and Analyze Forecast Results](07-workforce-engagement/feature-wfm-view-analyze-forecasts.md) — Forecast report: actual vs forecast volume/AHT, snapshot versions, filter-scoped Excel export
v184 days agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-12 | [Assignment Methods for Queues](02-routing/feature-assignment-methods.md) | 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)](05-copilot-and-ai/feature-copilot-help-pane.md) | 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](08-analytics-and-reporting/feature-quality-evaluation-historical-analytics.md) | 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](07-workforce-engagement/feature-wfm-external-data-import.md) | 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 |
v175 days agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-11 | [Copilot Help Pane (Ask a Question / Draft a Response)](05-copilot-and-ai/feature-copilot-help-pane.md) | 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](08-analytics-and-reporting/feature-quality-evaluation-historical-analytics.md) | 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](07-workforce-engagement/feature-wfm-external-data-import.md) | 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](06-ai-agents/feature-quality-and-coaching-skills.md) | 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 |
v166 days agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-10 | [Quality Evaluation Historical Analytics](08-analytics-and-reporting/feature-quality-evaluation-historical-analytics.md) | 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](07-workforce-engagement/feature-wfm-external-data-import.md) | 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](06-ai-agents/feature-quality-and-coaching-skills.md) | 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](06-ai-agents/feature-consult-with-ai-agents.md) | 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](08-analytics-and-reporting/feature-quality-assurance-agent-dashboard.md) | 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 |… 403 unchanged lines …- [Knowledge Analytics](08-analytics-and-reporting/feature-knowledge-analytics.md) — Article insights default-on; search term insights requires a separate checkbox- [Copilot Analytics](08-analytics-and-reporting/feature-copilot-analytics.md) — Tracks adoption/usage not quality; requires Help Pane and Summaries opted-in first+ - [Quality Evaluation Historical Analytics](08-analytics-and-reporting/feature-quality-evaluation-historical-analytics.md) — Summary + Evaluation Criteria dashboards over Quality Evaluation Agent output; admin-enabled, 24-hr refresh, business-unit scoped---
v15last weekmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-08 | [Quality and Coaching Skills](06-ai-agents/feature-quality-and-coaching-skills.md) | 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](06-ai-agents/feature-consult-with-ai-agents.md) | 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](08-analytics-and-reporting/feature-quality-assurance-agent-dashboard.md) | 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](06-ai-agents/feature-customer-intent-agent.md) | 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) |
v14last weekmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-04 | [Consult with AI Agents During Voice Conversations](06-ai-agents/feature-consult-with-ai-agents.md) | 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](08-analytics-and-reporting/feature-quality-assurance-agent-dashboard.md) | 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](06-ai-agents/feature-customer-intent-agent.md) | 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](01-channels/voice/feature-customer-first-direct-callback.md) | 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 |… 354 unchanged lines …**Administration & Extended Surfaces**+ - [Consult with AI Agents During Voice Conversations](06-ai-agents/feature-consult-with-ai-agents.md) — Voice-only, consult is the only join path; pause-recording/hold settings apply to all consultees ⚠️ Preview- [Agent Hub](06-ai-agents/feature-agent-hub.md) — Navigation surface in admin center, not a configuration layer itself- [Service Agent in M365 Copilot](06-ai-agents/feature-service-agent-m365.md) — Requires M365 Copilot licence, English only, dual icon in Teams (known issue) `[🔑 Licence]`
v132 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-08-27 | [Quality Assurance Agent Dashboard](08-analytics-and-reporting/feature-quality-assurance-agent-dashboard.md) | 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](06-ai-agents/feature-customer-intent-agent.md) | 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](01-channels/voice/feature-customer-first-direct-callback.md) | 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](02-routing/feature-conversation-orchestration.md) | 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](07-workforce-engagement/feature-planning-groups.md) | 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 |
v123 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-08-25 | [Customer-First Direct Callback](01-channels/voice/feature-customer-first-direct-callback.md) | 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](02-routing/feature-conversation-orchestration.md) | 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](07-workforce-engagement/feature-planning-groups.md) | 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](07-workforce-engagement/feature-wfm-view-analyze-forecasts.md) | 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](07-workforce-engagement/feature-wfm-volume-spike-alerts.md) | 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 |
v113 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-08-21 | [Planning Groups](07-workforce-engagement/feature-planning-groups.md) | 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](07-workforce-engagement/feature-wfm-view-analyze-forecasts.md) | 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](07-workforce-engagement/feature-wfm-volume-spike-alerts.md) | 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](07-workforce-engagement/feature-wem-mcp-tools-service-agent.md) | 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 |
v103 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-08-20 | [View and Analyze Forecast Results](07-workforce-engagement/feature-wfm-view-analyze-forecasts.md) | 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](07-workforce-engagement/feature-wfm-volume-spike-alerts.md) | 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](07-workforce-engagement/feature-wem-mcp-tools-service-agent.md) | 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](07-workforce-engagement/feature-wfm-weighted-average-forecast.md) | 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](02-routing/feature-assignment-methods.md) | 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](01-channels/digital-messaging/feature-enhanced-chat-widget.md) | 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 |… 358 unchanged lines …- [WFM Setup & Installation](07-workforce-engagement/feature-wfm-setup.md) — Separate managed package; every agent needs a Bookable Resource record `[🔑 Licence]`- [Conversation Forecasting](07-workforce-engagement/feature-conversation-forecasting.md) — AI-backed, concurrency config critical for accuracy, 24-hr data delay- [WFM Forecasting & Capacity Planning](07-workforce-engagement/feature-wfm-forecasting-capacity.md) — WFM-native forecast with scenario modelling, enable alongside Conversation Forecasting+ - [View and Analyze Forecast Results](07-workforce-engagement/feature-wfm-view-analyze-forecasts.md) — Forecast report: actual vs forecast volume/AHT, snapshot versions, filter-scoped Excel export**Scheduling**… 1 unchanged line …- [Shift-Based Routing](07-workforce-engagement/feature-wfm-shift-based-routing.md) — Only enable after schedules are published- [Schedule Adherence & Tracking](07-workforce-engagement/feature-wfm-schedule-adherence.md) — Real-time D365 presence vs. schedule comparison, adherence score- [Intraday Management](07-workforce-engagement/feature-wfm-intraday.md) — Same-day staffing adjustment view, distinct from supervisor Intraday Insights+ - [Workforce Alerts for Volume Spikes](07-workforce-engagement/feature-wfm-volume-spike-alerts.md) — Notifies supervisors when live volume stays above forecast; 5-min monitor, informational only `⚠️ Preview`**Quality**
v94 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-08-18 | [Weighted Average Forecasting](07-workforce-engagement/feature-wfm-weighted-average-forecast.md) | 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](02-routing/feature-assignment-methods.md) | 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](01-channels/digital-messaging/feature-enhanced-chat-widget.md) | 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](10-integration-and-extensibility/feature-cx-mcp-server-tooling-gateway.md) | 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](11-security-and-compliance/feature-service-agent-tool-privileges.md) | 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](01-channels/digital-messaging/feature-apple-messages-channel.md) | Deprecation noted — onboarding deprecated 2026-07-17; Apple config options in Copilot Service admin center removed 2026-09-30; existing channels keep working |
v8last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-07-31 | [Customer Service MCP Server via Agent 365 Tooling Gateway](10-integration-and-extensibility/feature-cx-mcp-server-tooling-gateway.md) | 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](11-security-and-compliance/feature-service-agent-tool-privileges.md) | 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](01-channels/digital-messaging/feature-apple-messages-channel.md) | 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](02-routing/feature-bullseye-routing.md) | New doc — progressive-expansion assignment via conversation orchestration playbooks; user-group levels widen the pool on wait-time thresholds; no custom assignment; public preview |
v7last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-07-29 | [Service Agent Copilot Tool Privileges](11-security-and-compliance/feature-service-agent-tool-privileges.md) | 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](01-channels/digital-messaging/feature-apple-messages-channel.md) | 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](02-routing/feature-bullseye-routing.md) | 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](07-workforce-engagement/feature-wfm-shift-rotation-policies.md) | New doc — WFM rotation of representatives across recurring time slots on a fixed cadence; auto-scheduler only; immovable activation date; public preview |… 452 unchanged lines …- [RBAC / Security Roles](11-security-and-compliance/feature-rbac-security-roles.md) — Three-tier model: Dataverse security role → persona → experience profile- [Agent SSO](11-security-and-compliance/feature-agent-sso.md) — Entra ID default SSO, MFA via Conditional Access, embedded deployment nuances- [Chat Authentication](11-security-and-compliance/feature-chat-authentication.md) — OAuth 2.0 JWT tokens, portal-based sign-in, authenticated context passing to agent+ - [Service Agent Copilot Tool Privileges](11-security-and-compliance/feature-service-agent-tool-privileges.md) — Dataverse privilege-to-tool map for Service Agent Copilot; fail-open discovery, runtime 403 enforcement**Data Protection**… 10 unchanged lines …---- *212 features documented · Organised by Microsoft release wave · GA dates sourced from Microsoft release plans and product docs*+ *213 features documented · Organised by Microsoft release wave · GA dates sourced from Microsoft release plans and product docs*- *Last updated: 2026-06-03*+ *Last updated: 2026-07-29*
v6last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-07-17 | [Apple Messages for Business Channel](01-channels/digital-messaging/feature-apple-messages-channel.md) | 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](02-routing/feature-bullseye-routing.md) | 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](07-workforce-engagement/feature-wfm-shift-rotation-policies.md) | 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](11-security-and-compliance/feature-voice-biometrics-authentication.md) | 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 |… 463 unchanged lines …- [Audit Logging](11-security-and-compliance/feature-audit-logging.md) — Power Platform audit + Microsoft Purview; routing table audit is separate- [Blocked Numbers](11-security-and-compliance/feature-blocked-numbers.md) — Manual block list + auto-block threshold for spam detection- - [Screen Recording](11-security-and-compliance/feature-screen-recording.md) — Desktop companion app re+ - [Screen Recording](11-security-and-compliance/feature-screen-recording.md) — Desktop companion app required; full-screen capture; **no default retention** — configure bulk delete before go-live+ ---++ *212 features documented · Organised by Microsoft release wave · GA dates sourced from Microsoft release plans and product docs*++ *Last updated: 2026-06-03*+
v52 months agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-07-14 | [Bullseye Routing](02-routing/feature-bullseye-routing.md) | 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](07-workforce-engagement/feature-wfm-shift-rotation-policies.md) | 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](11-security-and-compliance/feature-voice-biometrics-authentication.md) | 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](08-analytics-and-reporting/feature-proactive-engagement-dashboard.md) | New doc — real-time supervisor dashboard for proactive outbound; live pending/in-progress/throughput/pacing tiles in Omnichannel real-time analytics |… 462 unchanged lines …- [Audit Logging](11-security-and-compliance/feature-audit-logging.md) — Power Platform audit + Microsoft Purview; routing table audit is separate- [Blocked Numbers](11-security-and-compliance/feature-blocked-numbers.md) — Manual block list + auto-block threshold for spam detection- - [Screen Recording](11-security-and-compliance/feature-screen-recording.md) — Desktop companion ap+ - [Screen Recording](11-security-and-compliance/feature-screen-recording.md) — Desktop companion app re
v42 months agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-07-11 | [Shift Rotation Policies](07-workforce-engagement/feature-wfm-shift-rotation-policies.md) | 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](11-security-and-compliance/feature-voice-biometrics-authentication.md) | 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](08-analytics-and-reporting/feature-proactive-engagement-dashboard.md) | 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)](10-integration-and-extensibility/feature-proactive-delivery-api.md) | New doc — CCaaS_CreateSimpleProactiveDelivery, CreateProactiveBulkDelivery (+V2), and GetDeliveryTasks for API-driven proactive outbound; caller owns consent/quiet-hours |… 461 unchanged lines …- [Audit Logging](11-security-and-compliance/feature-audit-logging.md) — Power Platform audit + Microsoft Purview; routing table audit is separate- [Blocked Numbers](11-security-and-compliance/feature-blocked-numbers.md) — Manual block list + auto-block threshold for spam detection- - [Screen Recording](11-security-and-compli+ - [Screen Recording](11-security-and-compliance/feature-screen-recording.md) — Desktop companion ap
v32 months agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-07-08 | [Voice Biometrics and Anti-Fraud Agent](11-security-and-compliance/feature-voice-biometrics-authentication.md) | 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](08-analytics-and-reporting/feature-proactive-engagement-dashboard.md) | 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)](10-integration-and-extensibility/feature-proactive-delivery-api.md) | 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](10-integration-and-extensibility/feature-mcp-tools-and-servers.md) | 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 |… 460 unchanged lines …- [Audit Logging](11-security-and-compliance/feature-audit-logging.md) — Power Platform audit + Microsoft Purview; routing table audit is separate- [Blocked Numbers](11-security-and-compliance/feature-blocked-numbers.md) — Manual block list + auto-block threshold for spam detection- - [Screen Recording](11-security-and-compliance/feature-screen-recording.md) — Desktop companion app required; full-screen capture; **no default retention** — configure bulk delete before go-live-- ----- *212 features documented · Organised by Microsoft release wave · GA dates sourced from Microsoft release plans and product docs*-- *Last updated: 2026-06-03*+ - [Screen Recording](11-security-and-compli
v22 months agomarkdown import
v12 months agomarkdown import
Initial version.