What’s new in Microsoft Dynamics 365 Contact Center ?

🔹 Key Updates

• Improvements to omnichannel work distribution to better balance workload across agents during peak volumes
• Enhanced voice session handling to improve call continuity during transfers and consult scenarios
• Updates to conversation history logging, providing clearer timelines for voice and digital interactions

🔹 Enhancements

Agent Experience

• Faster loading of customer context within the agent workspace
• Improved responsiveness when switching between chat, voice, and case views
• Minor UI refinements for reduced cognitive load during multitasking

Routing & Orchestration

• Better prioritization logic for queued conversations
• More consistent application of skill-based and presence-based routing rules

Reporting & Analytics

• Backend enhancements improving accuracy of:
   
  • Handle time metrics
  • Queue wait statistics
  • Agent activity tracking

🔹 Fixes

• Resolved intermittent delays in task assignment for high-concurrency queues
• Fixed presence synchronization issues impacting agent availability states
• Stability fixes for long-running voice sessions
• Addressed UI freezing reported during rapid channel switching

⭐ Why This Matters

These updates focus on operational reliability and agent efficiency, helping contact centers:

• Reduce agent friction during high-volume periods
• Improve consistency in omnichannel routing outcomes
• Deliver more accurate operational reporting for supervisors and leaders