Microsoft Dynamics 365 Contact Center - Update 25124 Release Notes

New/Enhanced Functionality

Digital Messaging

• More reliable message delivery: Messages now arrive in the correct order, reducing confusion during live customer chats.
• Improved message tracking: Each outgoing message is now better tracked, helping ensure messages are delivered only once.
• Clear visibility of automated messages: Automated responses now appears consistently in conversation history, improving transparency for agents and customers.
• Stronger real-time message handling: Messaging events are processed more reliably, enabling smoother and faster customer interactions.
• Improved async messaging stability: Reduced delays and errors in asynchronous conversations for a more seamless chat experience.
• Improved routing reliability: Enhancements ensure customer requests are routed more consistently to the right agent or queue.
• More stable agent availability handling: Agent presence updates (login/logout, availability) are now more reliable, reducing missed or delayed interactions.
• Enhanced consistency across regions:Customer interactions now perform more reliably across different service regions.

Voice

• More reliable IVR experiences :Interactive Voice Response (IVR) flows now work consistently across supported voice channels, ensuring uninterrupted customer journeys.
• Platform enhancements ensure smoother handoffs and transitions during customer conversations.
• Voice and messaging interactions now perform more consistently, reducing unexpected disruptions
• Improvements across the platform help ensure customer requests are assigned and handled reliably.
• Underlying updates improve system stability and protection, helping deliver a smoother experience for both customers and agents. Smoother call transfers and wrap-up : Call transfers now complete more reliably, with improved wrap-up handling after calls are transferred or completed. **Accurate post-call work status:**Agent availability now updates correctly during and after after-call work, improving call handling and follow-ups. **Improved call timing accuracy **:Call handling and wrap-up time tracking are now more consistent, supporting fair workload distribution.

Intelligent Routing

• Faster message handling in queues :Improvements reduce delays in message processing, helping customers get responses sooner.
• Unnecessary notifications are reduced, minimizing noise for agents and supervisors.
• More reliable agent assignment : Customer conversations are assigned more consistently, even when agents are added, moved, or removed from teams.
• Improved consult-to-queue experience : Agents can now consult queues more reliably, improving collaboration and faster resolution.
• Smarter capacity handling:Queue capacity and wrap-up limits are now enforced accurately, helping prevent overloads and delays.
• Predictive routing improvements : Assignment logic now has better insight into agent availability, improving routing accuracy.
• Clearer wrap-up and timeout settings : Agents and admins now see only relevant wrap-up and timeout options based on the selected channel.
• Up-to-date queue information : Queue changes are reflected immediately, ensuring accurate routing and assignment decisions.
• Improved overall stability: Platform updates ensure smoother voice and messaging operations without changing agent workflows.
• Better tracking and auditability: Key configuration changes are now tracked more accurately, improving transparency and trust.
• Enhanced data protection: Security improvements strengthen how customer and conversation data is handled.

Repaired Functionality

Digital Messaging

• Clearer handling of message delivery issues:Customer-caused message errors are now handled correctly, preventing unnecessary retries and improving chat reliability.
• Accurate system notifications :Estimated wait time messages display the correct information, reducing confusion for customers during live chats.
• Improved chat transcript accuracy :Chat transcripts now correctly identify message senders, ensuring clearer conversation history for agents and supervisors.
• Reliable timeout behavior:Timeout rules now trigger at the correct time, preventing premature routing or conversation interruptions.
• Correct override behavior after timeouts :Agent override options now update properly once a timeout occurs, improving routing accuracy and agent experience.
• More stable proactive interactions :Fixes ensure proactive messages and follow-up actions are delivered without interruption, improving customer outreach.
• Improved customer data protection:Additional safeguards prevent unintended logging of sensitive customer information.

Voice

• Improved call transcription playback :Live call transcriptions now stay in sync with audio when recordings are paused and resumed.
• Accurate transcription after escalations :Transcriptions now correctly follow the conversation when a chat or voice interaction is escalated to an agent.
• More reliable IVR and virtual assistant calls :Voice interactions with automated assistants now work more consistently, improving call clarity and reliability.
• Improved voice routing stability :Voice connections and handoffs are now more reliable, reducing disruptions during customer calls.
• Improved reliability for voice call handling :Automated voice interactions now start correctly and consistently, ensuring smoother call flows for customers using Teams calling.

Intelligent Routing

• Customer conversations are now assigned correctly to the right agent or queue, reducing delays and missed interactions.
• Available agents now appear consistently during assignment and consultation, ensuring smoother workload distribution.
• Returning customer conversations are now correctly identified and routed to the appropriate agent when applicable.
• Assignment reasons are now tracked more accurately, helping ensure conversations follow the intended routing logic.
• Conversation status and routing behavior are now displayed more accurately, supporting smoother validation and rollout.
• Customer conversations now start significantly faster during high traffic, reducing wait times and improving responsiveness.
• Enhancements ensure conversations open, progress, and close reliably across all supported channels.
• Chats now start consistently across all channels, reducing failed or delayed customer interactions.
• Transfers from automated assistants to agents now complete correctly, avoiding stuck or duplicate conversations.
• Conversations now close properly after completion, preventing lingering or incomplete sessions.
• Customer conversations are now routed to the correct queue based on context, reducing misrouting and delays.
• Time tracking for manually assigned conversations is now accurate, improving reporting and service oversight.
• Supervisor-led transfers to queues now work smoothly, ensuring uninterrupted customer support.
• Transfers between agents and queues are now more reliable, improving continuity during customer interactions.
• Agent presence now updates correctly after conversations end, transfers complete, or cases are resolved.
• Agent capacity is now fully restored after work completion, preventing unnecessary workload restrictions.
• Agent status indicators now display correctly, improving trust and visibility for teams and supervisors.
• Queue position and wait time notifications now display the correct information to customers.