New call control user interface with intuitive icons for voice channel

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Enabled for Public preview Early access General availability
Users, automatically - Jul 31, 2023 Oct 31, 2023

Business value

The new Conversation control interface has intuitive icons with descriptions that help agents understand the use of the icons without having to hover over them.

Feature details

The enhanced interface for Conversation control includes the following:

  • Bigger icons that occupy the standardized grid of the conversation panel.
  • Icons have a description to help agents understand the icon's intended action without hovering over it.
  • The Transfer and Consult icons are the most used icons and are available next to the customer's name.

Transfer and Consult, the most used icons, now will be available next to a customer's name.

Bigger icons occupy the standardized grid of the conversation panel.

See also

Dynamics 365 Omnichannel - Voice: Call control improvements (video)

Use agent dashboard and call controls in the voice channel (docs)