Microsoft Dynamics 365 Contact center- Update 26092 Release Notes

Admin

New/Enhanced Functionality

• More accurate customer experience reporting: Contact center data collection now captures additional customer interaction information, improving reporting accuracy and supporting better service insights.
• More reliable compliance configuration: Improved organization selection and filtering provides more dependable real-time compliance monitoring and helps ensure coaching insights are applied to the right scope.
• Improved channel stability and reliability: Ongoing maintenance strengthens the reliability of digital asynchronous channels, helping provide consistent customer interactions.
• More reliable messaging infrastructure: Improved message distribution increases runtime stability and scalability, helping maintain consistent diagnostics and audit processing.
• Strengthened credential auditing: Centralized auditing of credential-store operations improves security visibility, compliance monitoring, and incident investigation.
• Secure WhatsApp support: Dynamics 365 Contact Center now supports WhatsApp as a secure asynchronous channel, with improved credential management, messaging reliability, auditing, and observability.
• More resilient messaging builds and inbound processing: Reliability improvements help prevent service interruptions and improve inbound WhatsApp message handling.
• More resilient conversations during AI interruptions: Contact centers can maintain messaging and routing continuity when an AI agent becomes unresponsive.
• Improved inbound messaging reliability: Incoming customer messages are processed more consistently, reducing the risk of missed or failed interactions.
• Safer authentication rollout: Controlled authentication deployment reduces sign-in failures and supports safer rollout and recovery.
• Improved authentication stability: Authentication reliability improvements reduce sign-in failures during staged deployments.
• Stronger protection of diagnostic information: Debugging interfaces and sensitive error details are more securely restricted, helping reduce data leakage and unauthorized access risks.
• Improved messaging security visibility: Centralized tracking of credential access and token-processing activity strengthens security monitoring and issue investigation.
• Safer batch sentiment data maintenance: Administrators can clean up batch sentiment data while maintaining secure and reliable messaging operations.
• Expanded VIP customer monitoring: Additional priority customer organizations can now be recognized by monitoring configurations, improving service prioritization.
• Expanded VIP support: Additional priority customer organizations can now receive enhanced prioritization and service handling.
• More consistent cross-region experiences: Improved regional handling supports more reliable model-based contact center experiences across geographic locations.
• Secure consult and transfer are now generally available: Enable secure, reliable call consultations and transfers with improved conferencing and multi-channel interaction support.
• Secure consultation is production-ready across channels: Provide secure consultations with improved reliability and supportability across supported customer engagement channels and events.
• Secure consult and transfer for inbound voice: Support secure consultation and transfer during inbound calls, helping protect customer interactions while enabling smoother call handoffs.
• Enhanced authentication and anti-fraud protections: Strengthened caller verification and fraud protection help reduce unauthorized access risks and improve the security of contact center interactions.
• Improved security and stability for telephony configuration: Enhanced protections for telephony configuration data help safeguard access and support reliable, uninterrupted customer conversations.
• Secure payments through third-party payment providers: Agents can securely consult with and transfer callers to supported third-party payment providers over the public telephone network, helping organizations support compliant in-call payment experiences.
• Enhanced authentication and fraud protection for agent-assisted interactions: Improved security controls help strengthen account protection and reduce fraudulent activity during customer interactions.
• Enhanced secure consult and transfer reliability: Improvements to secure consultation and transfer help protect call data and reduce telephony failures during customer interactions.
• Strengthened authentication for omnichannel services: Standardized service authentication helps prevent unauthorized access and reduce authentication failures across customer engagement services.
• More reliable and secure activity processing: Improved protections for cross-service operations help reduce runtime errors and safeguard customer interaction data.
• Expanded rollout of data access protections: Additional security protections improve the reliability of customer engagement operations and reduce data-related errors.
• Simplified contact center configuration: Removal of an obsolete configuration setting reduces configuration complexity and helps minimize the risk of misconfiguration.
• More predictable answering-machine detection timing: Outbound calling uses centrally configured answering-machine detection timing, helping deliver more consistent and predictable proactive voice experiences.
• Secure Consult is ready for general availability: Secure Consult provides reliable and secure conferencing across supported channels, enabling smoother assisted customer interactions.

• Improved reliability of solution updates: Updated dependencies help maintain secure, compliant, and reliable solution updates while reducing the risk of deployment disruptions.
• More reliable solution deployments: Improved deployment reliability supports consistent solution updates and helps keep dependencies secure and up to date.
• Improved reliability of application updates: Build improvements help prevent update disruptions, providing more consistent and reliable application updates.

• Unified callback routing: Direct callbacks now use Conversation Orchestration, giving administrators a more consistent way to manage callback routing and supporting future assignment configuration enhancements.
• Flexible assignment rings with user groups: Assignment rings can now use static user groups, giving administrators greater flexibility to expand agent coverage and reduce missed or delayed assignments.
• Configurable Bullseye routing with static user groups: Bullseye routing now supports static user groups, enabling more precise and configurable agent distribution for organizations with advanced routing requirements.
• Expanded assignment rings: Static user groups can now be used to expand assignment rings, providing more flexible routing and broader agent coverage for customer conversations.
• More reliable conversation-to-queue scheduling: Conversation scheduling has been improved to provide more consistent queue routing and agent assignment.
• More resilient capacity-based routing: Assignment now handles inconsistent agent capacity information more reliably, helping prevent conversations from becoming stranded or unassigned.
• Reliable routing during capacity validation: Capacity checks have been improved so conversations continue to be queued and assigned reliably when agent capacity information is inconsistent.
• More reliable ring expansion: Capacity handling during ring expansion has been improved to reduce stranded assignments and provide more dependable customer routing.
• Improved capacity profile routing: Conversation capacity profiles are now handled more reliably, helping ensure conversations are connected to an appropriate available agent.
• More consistent capacity-based assignment: Assignment is now more resilient when agent capacity information is temporarily out of sync, helping keep customer conversations moving.
• Improved conversation-to-queue reliability: Queue assignment now handles missing or invalid agent capacity information more effectively, reducing the likelihood of conversations becoming stuck.
• Resilient assignment with incomplete capacity data: Conversations can now be routed more reliably when agent capacity information is unavailable or inconsistent, improving overall assignment stability.
• Higher-scale automated assignment: Automated assignment has been enhanced to support high-volume contact center scenarios, providing faster and more reliable routing as interaction volumes increase.
• Bullseye routing with static groups: Bullseye routing can now use static user groups, improving distribution flexibility and helping organizations optimize agent utilization.
• Proficiency-based agent ordering: Skill-based routing can now prioritize agents based on proficiency, helping connect customers with agents whose skills more closely match their needs.
• Calendar-based assignment configuration: Advanced assignment configuration now includes a calendar prompt, helping administrators configure time-bounded routing actions more accurately and consistently.
• More efficient agent reservations: Automated assignment optimizes agent reservations to improve assignment fairness, make better use of available capacity, and help reduce customer wait times.
• Improved conversation-to-queue assignment: Routing enhancements provide more accurate and efficient queue assignment, helping organizations use agent capacity effectively and handle conversations faster.
• DID-based queue routing: Calls received through direct inward dialing can now be routed automatically to the appropriate queue, helping customers reach the right agents more efficiently.
• Safer routing readiness: A structured readiness review helps validate conversation-to-queue capabilities before rollout, reducing the risk of production issues.
• Reduced assignment recalculation: Automated assignment avoids unnecessary recalculation when an agent explicitly selects their presence, improving routing responsiveness and stability.
• More reliable conversation-to-queue processing: Waiting-state handling has been strengthened to reduce session inconsistencies and provide more predictable queue routing.
• Improved queue-routing reliability: Conversation-to-queue processing has been strengthened to provide more consistent delivery of conversations to the intended queues.
• Asynchronous presence-aware routing: Assignment can now process agent presence changes asynchronously, improving routing reliability and scalability as agent availability changes.
• Faster routing with agent-selected presence: Unnecessary routing recalculations are skipped when agents explicitly select their presence, providing faster and more consistent assignment behavior.
• Conditional first-ring eligibility: Administrators have finer control over which agents are eligible for the first assignment ring, supporting more precise routing and controlled rollouts.
• Version-aware group assignment: Automated assignment now accounts for user-group versions across queues, improving scheduling and routing accuracy as group configurations evolve.
• More accurate user-group routing: Agent selection and job assignment now use version-aware user groups, reducing routing inconsistencies across queues.
• More reliable elastic assignment: Agent-group and scheduling enhancements improve the accuracy and predictability of assignments in elastic routing scenarios.
• Elastic-compatible queue extensions: Queue extensions now work more reliably with elastic routing, helping conversations and work items reach the correct agents across queues.
• Automatically refreshed dynamic user groups: Dynamic user groups used for automated assignment are now refreshed with version awareness, improving agent-to-work matching across queues.
• Conversation profiles for elastic routing: Elastic conversations can now use configurable conversation profiles, providing greater routing flexibility and scalability across channels.
• Improved queue performance visibility: Refined queue performance indicators provide clearer operational insight, helping administrators evaluate routing efficiency and service quality.
• Dynamic user groups for Bullseye routing: Bullseye routing now supports version-aware dynamic user groups, enabling more precise assignment across queues as group membership and configuration evolve.
• More resilient bot escalations: Capacity profile retrieval during bot-to-agent escalation now includes retry handling, reducing escalation failures and improving handoff reliability.
• More scalable routing orchestration: Conversation-to-queue routing has been strengthened to improve scalability and provide more consistent omnichannel assignment.
• Queue extensions for dual work collection: Dual work collection now supports queue extensions, enabling more flexible handling of work across queues.
• Separate controls for presence behaviors: Administrators can independently control assignment recalculation and idle-reset behavior for agent presence, supporting safer and more targeted rollouts.
• Reliable queuing for conversation initiation and bot transfer: Conversation initiation and bot-transfer requests are now queued more reliably, reducing failed or delayed transfers.
• More accurate user-group assignment: Custom assignment now uses the assigned user group consistently, improving transparency and correctness when routing conversations.
• More reliable Live Chat rollout: Deployment safeguards improve Live Chat routing reliability and reduce service disruptions during configuration and security updates.
• More reliable dynamic prioritization: Queue identification has been corrected for dynamic prioritization, reducing the risk of routing disruption during service and security updates.
• Orchestrated direct callbacks: Direct callback conversations now flow through Conversation Orchestration automatically, improving callback routing accuracy and helping agents respond to customers more promptly.
• Greater queue-scheduling scalability: Conversation-to-queue scheduling can now scale further during peak interaction volumes, reducing delays and improving routing reliability.
• Forward-compatible Bullseye routing: Bullseye routing validation now accounts for future versions, helping assignment continue to behave consistently as routing configurations evolve.

Repaired Functionality

• Improved protection for customer engagement data: Strengthened security for customer engagement data retrieval helps prevent malicious requests and protect the integrity and confidentiality of customer information.
• Enhanced authentication and anti-fraud protection: Improved account verification and fraud protection help reduce fraudulent activity and better protect customer data during contact center interactions.
• Enhanced security for voice interactions: Security improvements for voice capabilities help reduce security risks and strengthen protection for customers using omnichannel calling.
• Secure payments through third-party payment providers: Secure Consult enables callers to be transferred to supported third-party payment providers over the public telephone network for secure, compliant in-call payment processing.
• Improved security for customer engagement information: Enhanced safeguards help protect engagement and authentication information from malicious requests, supporting accurate and trusted customer interactions.
• Strengthened protection for voice configuration data: Improved safeguards help prevent unauthorized changes or corruption of voice configuration data while maintaining stable and reliable call routing.

• More accurate conversation rejection reporting: Conversations automatically rejected when a browser tab is closed are now recorded with a system reason, improving reporting accuracy and avoiding attribution to an agent.
• Reliable digital chat initiation: Fixed an issue that prevented conversations from starting on Teams, Facebook, and LINE, restoring consistent access across supported digital channels.
• Reliable capacity-based assignment: Automated assignment now handles agent capacity validation more reliably, helping prevent routing issues and keeping customer interactions moving to available agents.
• Reliable reassignment of customer interactions: Conversations are now reassigned more consistently when routing information is incomplete, reducing missed or stuck customer interactions.
• Correct ownership for automated deliveries: Predictive and progressive customer interactions now assign conversation ownership to the responsible agent, providing more accurate ownership throughout the interaction lifecycle.
• More reliable routing information: Routing now handles duplicate metadata more effectively, reducing assignment errors and improving the consistency of automated assignment.
• Reliable in-queue overflow: In-queue overflow now routes conversations to backup queues as expected, improving queue stability and continuity when overflow conditions occur.
• More reliable lobby call routing: Agent lobby calls now retain the correct routing information, reducing the risk of misrouted or lost customer interactions.
• Reliable assignment during controlled rollouts: Accepted work continues to be processed during assignment configuration changes, reducing the risk of stuck or lost assignments and service disruption.
• Preserved work during assignment configuration changes: Accepted work remains available for processing when assignment configuration changes or becomes unavailable, helping prevent work from becoming stuck or lost.
• Accurate presence after wrap-up: Agent presence is now cleared correctly when wrap-up expires, helping automated assignment use accurate availability information and reducing routing errors.
• More reliable assignment service operation: Routing stability has been improved to reduce service-related assignment failures and provide more consistent handling of customer interactions.

Supervisor

New/Enhanced Functionality

• Safer coaching guidance: Integrated guardrails improve the reliability and consistency of intelligent coaching guidance for supervisors.
• More efficient guardrail processing: Intelligent coaching avoids unnecessary processing when configured guardrails are inactive, improving performance and consistency with configured behavior.
• Enhanced transcription and recording for queued conversations: Improved transcription and recording provide better conversation tracking and support compliance and service quality across queued customer interactions.
• More detailed contact center monitoring: Additional metrics provide greater visibility into runtime events, helping teams monitor performance, troubleshoot issues, and tune contact center operations.
• Enhanced observability for outbound calling: Improved telemetry helps identify reliability issues in outbound calls before they affect customer experiences, supporting more stable calling operations.
• Enhanced authentication activity records: More complete records for authentication enrollment and verification improve auditability, compliance tracking, and fraud investigations.
• Enhanced secure consult and transfer logging: Improved logging provides greater traceability and troubleshooting for consult and transfer calls while helping protect sensitive interaction data.
• Enhanced webhook delivery monitoring: Improved logging, metrics, and monitoring make it easier to detect delivery issues and improve the reliability of event-driven customer workflows.
• More accurate monitoring telemetry: Embedded monitoring dashboards now provide more reliable telemetry by avoiding duplicate or misleading events, giving supervisors greater confidence in real-time operational insights.
• More reliable dashboard diagnostics: Monitoring telemetry has been improved to reduce duplicate or misleading information, providing supervisors with more accurate operational diagnostics.
• Deduplicated monitoring data: Embedded dashboards now remove duplicate telemetry events, improving the accuracy and reliability of monitoring and diagnostics.
• Improved supervisor dashboard accuracy: Monitoring dashboards now provide cleaner, non-duplicated telemetry, supporting more reliable operational insights and troubleshooting.
• Consult-aware queue metrics: Queue segment metrics now account for consult interactions, giving supervisors more accurate information for queue monitoring and coaching decisions.
• Consult interactions included in supervisor metrics: Queue segment performance indicators now include consult interactions, providing a more complete view for monitoring and coaching.
• More consistent handling of waiting conversations: Supervisor monitoring now handles held waiting conversations more reliably, reducing duplicate sessions and improving visibility into conversation state.
• Improved coaching-oriented routing: Conversation-to-queue routing now supports supervisor coaching scenarios more consistently, helping ensure interactions are represented correctly for supervision.
• Improved overflow monitoring: Overflow actions and channel information are now included in monitoring dimensions, providing better visibility into conversations routed to backup queues.
• Improved consult lifecycle tracking: Consult segments are now updated and closed more consistently, providing more accurate visibility into consult interactions.
• Consult interaction support: Consult segments are now created and tracked more consistently, supporting more accurate monitoring and coaching of consult interactions.

Repaired Functionality

• More accurate processing of live-chat sessions: Live-chat interactions are no longer incorrectly sent for quality processing, improving the stability and accuracy of session handling.
• More accurate call duration tracking: Call timers now remain synchronized, providing more accurate timing for reporting and operational visibility.
• More reliable supervisor monitoring: Supervisor monitoring now avoids creating duplicate sessions for waiting conversations, reducing confusion and improving the accuracy of conversation monitoring.
• Accurate closure information in real-time analytics: Closed phone conversations now report the correct closure reason in real-time analytics, improving the reliability of supervisor reporting, alerts, and automated actions.

Contact Center Representative (CCR)

New/Enhanced Functionality

• Improved customer interaction analytics: Additional contact center data supports more accurate reporting and better insights into customer and digital interactions.
• Faster access to interaction insights: Improved task-tracking analytics provides more reliable visibility into customer interactions, helping service teams identify and resolve experience issues.
• Improved contact processing and reporting: Enhanced data capture increases contact processing accuracy and reporting quality, supporting more reliable customer service experiences.
• More reliable messaging during fallback scenarios: Customer and agent messages continue to route correctly during fallback conditions, reducing missed or misrouted communications.
• More dependable conversation history: Persistent chat history is now more reliable, helping agents and customers consistently access previous conversations.
• More reliable inbound conversations: Customer messages continue to process even when certain channel customer identifiers are unavailable, reducing dropped communications.
• More responsive persistent chat experiences: Improved chat processing limits unnecessary annotation activity and consistently honors user-initiated cancellations, reducing lag and unwanted processing in ongoing conversations.
• Reliable access to previous live-chat context: Resolved authentication failures that could prevent retrieval of earlier conversation context, helping representatives maintain informed and seamless customer interactions.
• Enhanced outbound voice experiences: Improvements to outbound calling enable more effective automated outreach and smoother calling experiences for agents and customers.
• Improved callback experiences after queue transfers: Enhancements to outbound voice workflows support more reliable handling of customer callbacks associated with queue transfers.
• Improved customer identifier compatibility for voice authentication: Voice authentication supports an updated customer identifier format while maintaining compatibility with existing profiles and authentication experiences.
• Faster application of updated phone number configurations: Updated phone number profiles and routing associations can take effect promptly, helping ensure inbound calls are routed and answered correctly.
• More reliable agent handoffs: Cold transfers now close consult sessions correctly, reducing stuck conversations and providing smoother, more predictable customer handoffs.
• Clearer browser-refresh rejection reason: Conversations automatically rejected because of a browser refresh now have a dedicated rejection reason, making interrupted interactions easier to understand and troubleshoot.

Repaired Functionality

• Improved continuity for resumed voice calls: Resumed voice calls now continue reliably, reducing disruptions during customer conversations.
• Clearer controls for suggested responses: Added descriptive tooltips to Send and Feedback controls for suggested responses, helping representatives understand available actions and reduce unintended selections.
• Improved keyboard navigation visibility: Enhanced keyboard focus indicators for Human Assist Chat Conversation and Resolution steps, making these controls easier to identify and navigate with a keyboard.
• More reliable cold transfers: Consult sessions now close correctly after a conversation is transferred to another agent, reducing stuck or orphaned interactions and providing smoother customer handoffs.
• Consistent conversation decline handling: Conversation declines are now recorded more consistently across supported interaction workflows, helping maintain predictable session handling for agents.

Customer Assist Agent

• Standardized text redaction and response handling: Improves consistency in how sensitive customer information is protected and processed across contact center interactions.
• More reliable redaction processing: Strengthens privacy safeguards by improving request handling, response validation, and protection of sensitive interaction data.
• Deployment safeguards for conversation redaction: Help ensure transcript and recording privacy protections are validated before deployment.
• Enhanced security for contact center interactions: Addresses a security vulnerability, helping protect customer interaction data from potential exploitation.
• Sensitive audio redaction for post-call recordings: Helps ensure model-identified sensitive information is muted while maintaining accurate redaction timing.
• Fail-safe recording protection: Prevents recordings from proceeding when sensitive transcript content cannot be mapped to audio mute intervals.
• Model-based transcript redaction: Improves protection of personally identifiable information in post-call transcripts and recordings with resilient processing and monitoring.
• Improved redaction for stored voice interactions: Helps consistently mask sensitive transcript information and prevent unredacted customer audio from being uploaded.
• Privacy-safe transcript storage and recording redaction: Automatically protects sensitive information after calls while preserving existing contact center experiences and workflows.
• Expanded model-based redaction support: Helps consistently mask sensitive customer information across supported redaction models while maintaining existing processing behavior.
• Validated transcript-to-recording redaction: Improves confidence that sensitive information is consistently removed from both transcripts and call recordings.
• Automatic redaction when transcripts are finalized: Reduces the risk of unredacted recordings being uploaded and improves protection of sensitive customer information.
• Security vulnerability remediation: Reduces potential exploitation risk and strengthens the security and compliance of contact center services.
• More secure media signaling: Strengthens authentication and protects sensitive interaction data from unintended logging.
• More reliable contact initialization: Improves service reliability while strengthening privacy protections for sensitive interaction data.
• Authenticated media connections: Help protect contact center media access and prevent sensitive interaction data from being unnecessarily logged.
• Improved signing security for service validation: Strengthens compliance while maintaining reliable protection of sensitive customer recordings.
• More resilient post-call audio redaction: Helps ensure sensitive information remains protected when processing failures or unexpected response formats occur.
• Reliable tag-based audio redaction: Helps prevent unredacted recordings from being uploaded when sensitive information is detected in transcripts.

Quality Assurance Agent (QAA)

• More accurate KPI reporting: Enhanced data aggregation captures additional customer and digital experience information, improving reporting accuracy and monitoring insights.
• Improved telemetry for faster diagnosis: Enhanced interaction telemetry supports richer analytics and helps identify customer and agent experience issues more quickly.
• Improved reliability of digital and proactive AI experiences: Stability improvements reduce failures and service interruptions in customer-facing AI interactions.
• Faster Agent Assist troubleshooting: New troubleshooting guidance helps service teams diagnose Agent Assist issues faster and maintain more stable customer interactions.
• Improved diagnostics for undelivered SMS messages: Enhanced message tracing makes it easier to correlate stuck SMS messages with carrier information, supporting faster investigation and resolution.
• More accurate multi-attribute ranking telemetry: Monitoring data for agent-ranking scenarios is more accurate and avoids duplicate events, supporting more dependable analysis and diagnostics.
• More reliable automated processing validation: Automated testing now validates dual-collection processing more thoroughly, reducing the risk of production issues affecting work processing.
• Earlier detection of service issues: Proactive support can identify relevant service issues earlier, helping teams diagnose problems sooner and reduce service disruption.
• More reliable presence synchronization: Agent presence synchronization is more resilient to service contention and high-volume conditions, reducing inconsistent status information.
• Improved routing observability: Enhanced conversation-to-queue logging provides better operational visibility, enabling faster diagnosis of issues affecting supervisor experiences.
• More reliable agent behavior across environments: Agent profile information now handles larger operational records more reliably, reducing deployment failures and helping maintain consistent agent behavior.
• Updated service components for recording redaction: Improve alignment between detected sensitive information and audio muting, reducing the risk of sensitive information remaining audible.