35 versions · FEATURES.md
v352 hours agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-11-01 | [Historical Analytics Data Model and Reporting Options](08-analytics-and-reporting/feature-historical-analytics-data-model.md) | New doc — Shared Analytics Platform aggregate/fact/dimension tables, enabling historical analytics, and the four routes (built-in, visual edit, Power BI data model, Fabric shortcut). || 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](11-security-and-compliance/feature-screen-recording-data-masking.md) | 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](06-ai-agents/feature-quality-evaluation-agent.md) | Updated — knowledge sources in evaluation criteria (preview) with their limits, Not Applicable scoring, regenerate evaluation summary |
v343 days agomarkdown import
… 7 unchanged lines …| 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](11-security-and-compliance/feature-screen-recording-data-masking.md) | 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](06-ai-agents/feature-quality-evaluation-agent.md) | 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](06-ai-agents/feature-evaluation-plans.md) | Updated — overall score excludes Not Applicable questions, score breakdown, on-demand evaluation covers emails |
v33last weekmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-24 | [Screen Recording Data Masking](11-security-and-compliance/feature-screen-recording-data-masking.md) | 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](06-ai-agents/feature-quality-evaluation-agent.md) | 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](06-ai-agents/feature-evaluation-plans.md) | Updated — overall score excludes Not Applicable questions, score breakdown, on-demand evaluation covers emails || 2026-10-21 | [Data Masking](11-security-and-compliance/feature-data-masking.md) | Updated — manual masking by representatives, audit encryption and its limits || 2026-10-18 | [WhatsApp Channel (Twilio)](01-channels/digital-messaging/feature-whatsapp-twilio-channel.md) | 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. |… 515 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 Data Masking](11-security-and-compliance/feature-screen-recording-data-masking.md) — Azure AI OCR + PII detection blurs card and personal data on screen; visual only, irreversible, fails open- [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---
v32last weekmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-21 | [Data Masking](11-security-and-compliance/feature-data-masking.md) | Updated — manual masking by representatives, audit encryption and its limits || 2026-10-18 | [WhatsApp Channel (Twilio)](01-channels/digital-messaging/feature-whatsapp-twilio-channel.md) | 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)](10-integration-and-extensibility/feature-proactive-delivery-api.md) | Updated — `CCaaS_CreateProactiveDelivery` for voice, SMS, MMS and WhatsApp, `RequestId` idempotency, MMS attachment limits and time-zone rules (MMS/WhatsApp Public Preview). |
v312 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-18 | [WhatsApp Channel (Twilio)](01-channels/digital-messaging/feature-whatsapp-twilio-channel.md) | 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)](10-integration-and-extensibility/feature-proactive-delivery-api.md) | 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)](01-channels/digital-messaging/feature-proactive-messaging-sms-mms-whatsapp.md) | 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](01-channels/voice/feature-proactive-voice-reattempts-multiparty-suppression.md) | New doc — retry rules, five-contact chains and sequencing, display number distribution, and cancellation policies. |… 141 unchanged lines …| Earlier | [Proactive Chat](01-channels/digital-messaging/feature-proactive-chat.md) | Trigger rules, JS snippet, opt-out || Earlier | [Persistent Chat](01-channels/digital-messaging/feature-persistent-chat.md) | Auth requirement, multi-session threading || Earlier | [Co-browse / Screen Share](01-channels/digital-messaging/feature-cobrowse-screen-share.md) | Surfly provider, consent prompt |- | Earlier | [Instagram Direct Messages](01-channels/digital-messaging/feature-instagram-channel.md) | Meta Business Account, 24-hr window || Earlier | [Microsoft Teams Channel](01-channels/digital-messaging/feature-teams-channel.md) | Internal employee support via Teams chat || Earlier | [Custom Messaging Channel (Direct Line)](01-channels/digital-messaging/feature-custom-messaging-channel.md) | Azure Bot Framework Direct Line || Earlier | [Bot-to-Agent Escalation](01-channels/self-service/feature-bot-escalation.md) | Context transfer, variable mapping |… 115 unchanged lines …- [SMS Channel](01-channels/digital-messaging/feature-sms-channel.md) — ACS and Twilio providers, no rep-initiated outbound SMS, toll-free verification- [WhatsApp Channel](01-channels/digital-messaging/feature-whatsapp-channel.md) — ⚠️ June 2026 BSUID change required, 24-hour messaging window, Event Grid auth- [Facebook Channel](01-channels/digital-messaging/feature-facebook-channel.md) — 60-day token refresh, message tag requirement, dev mode limitations- - [Instagram Direct Messages](01-channels/digital-messaging/feature-instagram-channel.md) — Meta Business Account, 24-hour window, requires Facebook channel first- [Apple Messages for Business](01-channels/digital-messaging/feature-apple-messages-channel.md) — Apple registration approval (allow weeks), two external dependencies- [LINE Channel](01-channels/digital-messaging/feature-line-channel.md) — Japan/SEA markets, long-lived access token
v302 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-15 | [Proactive Delivery APIs (CCaaS)](10-integration-and-extensibility/feature-proactive-delivery-api.md) | 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)](01-channels/digital-messaging/feature-proactive-messaging-sms-mms-whatsapp.md) | 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](01-channels/voice/feature-proactive-voice-reattempts-multiparty-suppression.md) | 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](06-ai-agents/feature-evaluation-plans.md) | 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](08-analytics-and-reporting/feature-realtime-streaming-self-service.md) | 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](02-routing/feature-conversation-orchestration.md) | 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 |
v293 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-10 | [Evaluation Plans: Scheduling and Sampling Quality Reviews](06-ai-agents/feature-evaluation-plans.md) | 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](08-analytics-and-reporting/feature-realtime-streaming-self-service.md) | 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](02-routing/feature-conversation-orchestration.md) | 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)](01-channels/voice/feature-proactive-engagement-outcomes.md) | 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 |
v283 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-08 | [Real-Time Streaming: Self Service View](08-analytics-and-reporting/feature-realtime-streaming-self-service.md) | 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](02-routing/feature-conversation-orchestration.md) | 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)](01-channels/voice/feature-proactive-engagement-outcomes.md) | 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](08-analytics-and-reporting/feature-realtime-streaming-representatives.md) | New doc — live representative presence, capacity and answered/offered grid in the streaming portal, with bulk update of queues, presence, skills and capacity; ⚠️ Preview |
v273 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-06 | [Conversation Orchestration using AI-Powered Playbooks](02-routing/feature-conversation-orchestration.md) | 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)](01-channels/voice/feature-proactive-engagement-outcomes.md) | 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](08-analytics-and-reporting/feature-realtime-streaming-representatives.md) | 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](07-workforce-engagement/feature-wfm-intraday-performance-report.md) | 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](07-workforce-engagement/feature-wfm-adherence-alerts.md) | 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](01-channels/voice/feature-acs-retirement-migration.md) | 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 |
v263 weeks agomarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-10-05 | [Intraday Performance Report](07-workforce-engagement/feature-wfm-intraday-performance-report.md) | 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](07-workforce-engagement/feature-wfm-adherence-alerts.md) | 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](01-channels/voice/feature-acs-retirement-migration.md) | 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](01-channels/digital-messaging/feature-whatsapp-channel.md) · [SMS Channel](01-channels/digital-messaging/feature-sms-channel.md) · [ACS PSTN Integration](01-channels/voice/feature-voice-acs-pstn.md) · [Direct Routing](01-channels/voice/feature-voice-direct-routing.md) | 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 |
v25last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-26 | [WFM Adherence Alerts](07-workforce-engagement/feature-wfm-adherence-alerts.md) | 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](01-channels/voice/feature-acs-retirement-migration.md) | 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](01-channels/digital-messaging/feature-whatsapp-channel.md) · [SMS Channel](01-channels/digital-messaging/feature-sms-channel.md) · [ACS PSTN Integration](01-channels/voice/feature-voice-acs-pstn.md) · [Direct Routing](01-channels/voice/feature-voice-direct-routing.md) | 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](10-integration-and-extensibility/feature-mcp-tools-and-servers.md) | 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) |
v24last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-24 | [Azure Communication Services Retirement and Migration](01-channels/voice/feature-acs-retirement-migration.md) | 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](01-channels/digital-messaging/feature-whatsapp-channel.md) · [SMS Channel](01-channels/digital-messaging/feature-sms-channel.md) · [ACS PSTN Integration](01-channels/voice/feature-voice-acs-pstn.md) · [Direct Routing](01-channels/voice/feature-voice-direct-routing.md) | 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](10-integration-and-extensibility/feature-mcp-tools-and-servers.md) | 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](11-security-and-compliance/feature-screen-recording.md) | 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](10-integration-and-extensibility/feature-mcp-tools-and-servers.md) | 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](07-workforce-engagement/feature-wem-app.md) | 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](07-workforce-engagement/feature-wem-security-roles.md) | 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 |
v23last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-22 | [MCP Tools and MCP Server Support for AI Agents](10-integration-and-extensibility/feature-mcp-tools-and-servers.md) | 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](07-workforce-engagement/feature-wem-app.md) | 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](07-workforce-engagement/feature-wem-security-roles.md) | 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](10-integration-and-extensibility/feature-cx-mcp-server-tooling-gateway.md) | 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 |
v22last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-22 | [Workforce Engagement Management App](07-workforce-engagement/feature-wem-app.md) | 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](07-workforce-engagement/feature-wem-security-roles.md) | 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](10-integration-and-extensibility/feature-cx-mcp-server-tooling-gateway.md) | 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](01-channels/digital-messaging/feature-sms-infobip.md) | 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](05-copilot-and-ai/feature-copilot-plugins.md) | 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](05-copilot-and-ai/feature-copilot-knowledge-sources.md) | 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](06-ai-agents/feature-quality-and-coaching-skills.md) | 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)](01-channels/voice/feature-voice-callback.md) | 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](01-channels/voice/feature-customer-first-direct-callback.md) | Updated — direct callback requests now documented as closing automatically after seven days |
v21last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-19 | [Quality and Coaching Skills](06-ai-agents/feature-quality-and-coaching-skills.md) | 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)](01-channels/voice/feature-voice-callback.md) | 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](01-channels/voice/feature-customer-first-direct-callback.md) | Updated — direct callback requests now documented as closing automatically after seven days || 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 |
v20last monthmarkdown import
… 7 unchanged lines …| Date | Feature | Change ||------|---------|--------|+ | 2026-09-17 | [Callback (In-Queue & Scheduled)](01-channels/voice/feature-voice-callback.md) | 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](01-channels/voice/feature-customer-first-direct-callback.md) | Updated — direct callback requests now documented as closing automatically after seven days || 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 |
v19last monthmarkdown 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
v18last monthmarkdown 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 |
v17last monthmarkdown 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 |
v16last monthmarkdown 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 monthmarkdown 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 monthmarkdown 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 months 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 |
v122 months 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 |
v112 months 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 |
v102 months 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**
v92 months 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 |
v83 months agomarkdown 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 |
v73 months agomarkdown 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*
v63 months agomarkdown 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*+
v53 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
v43 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
v33 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
v23 months agomarkdown import
v13 months agomarkdown import
Initial version.