Microsoft Dynamics 365 Contact Center - Update 26044 Release Notes

New/Enhanced Functionality

Digital Messaging

Admin

• Improved routing and assignment reliability to help ensure conversations are directed to the right queue or agent more consistently.
• Enhanced support for priority handling so important customer conversations can be routed and handled faster.
• Strengthened conversation-to-queue processing to reduce delays during transfers between queues.
• Improved stability of voice and messaging channels to deliver smoother and more reliable customer interactions.
• Enhanced post-chat survey experience with clickable links, making it easier for customers to provide feedback after conversations.
• Improved handling of post-conversation workflows to ensure surveys are delivered consistently without failures.
• Enhanced handling of customer conversations across messaging channels, reducing failures during high traffic scenarios.
• Improved attachment handling in messaging channels, ensuring files are sent successfully without interrupting conversations.
• Strengthened data handling and system performance to support faster and more reliable messaging and voice interactions.
• Improved conversation continuity so ongoing conversations remain connected without creating duplicate or new sessions.
• Enhanced bot-to-agent escalation across voice and messaging channels to ensure smooth handoff for complex issues.
• Improved proactive voice communication reliability to ensure scheduled outbound conversations run consistently.
• Enhanced regional data handling to support compliant and reliable customer interactions across supported geographies.

Supervisor

• Improved visibility into routing and assignment behavior to better track how conversations are distributed across queues and agents.
• Enhanced monitoring of conversation transfers to ensure smoother movement across queues and channels.
• Improved consistency of conversation lifecycle tracking to support better oversight of active and completed interactions.
• Enhanced reliability of messaging and voice interactions during peak volumes to support uninterrupted customer service operations.
• Improved tracking of conversation closure to reduce inconsistencies and ensure accurate session status.
• Enhanced visibility into customer feedback collection to ensure surveys are delivered and completed successfully.
• Improved monitoring of bot-to-agent transitions to ensure conversations are handled without delays or gaps.
• Strengthened overall interaction stability to reduce dropped or stuck conversations across voice and digital channels.
• Enhanced visibility into messaging stability with fewer unnecessary system alerts, helping supervisors focus on real issues.

Agent

• Improved assignment speed so agents receive customer conversations faster and more consistently.
• Enhanced routing accuracy to ensure agents are connected with the right customer interactions.
• Improved conversation transfer experience across queues and agents for smoother collaboration.
• Enhanced messaging experience with more reliable message delivery and reduced failures.
• Improved attachment handling so files can be shared without disrupting customer conversations.
• Enhanced visibility of past conversations with accurate and complete chat history.
• Improved handling of incoming voice and messaging notifications so agents can respond faster without missing interactions.
• Enhanced customer interaction experience with smoother transitions from automated systems to live agents.
• Improved responsiveness during high interaction volumes for a more consistent and reliable customer experience.
• Improved messaging experience with more reliable file attachment delivery, ensuring smoother customer interactions without failed messages.
• Enhanced chat stability to provide a more consistent and uninterrupted conversations

Intelligent Routing

Admin

• Improved routing and assignment reliability to ensure conversations are consistently directed to the right agent or queue.
• Enhanced monitoring of routing performance to help quickly identify and resolve assignment delays or failures.
• Improved handling of agent transfers to ensure smoother conversation routing across queues and agents.
• Enhanced conversation-to-queue processing to support more stable routing during high traffic scenarios.
• Improved queue configuration and assignment behavior to reduce misrouting and ensure accurate work distribution.
• Enhanced capacity-based assignment to ensure conversations are allocated to agents with the right availability and skills.
• Improved routing resilience during system scale events to ensure continuous and reliable customer engagement.
• Enhanced proactive routing reliability to ensure outbound interactions are processed consistently.
• Improved queue availability with default queue readiness across messaging and entity-based scenarios.
• Enhanced tracking of conversation routing metrics to support more accurate monitoring and troubleshooting.
• Improved system stability to ensure uninterrupted assignment and routing workflows across channels.

Supervisor

• Improved real-time analytics to provide more accurate visibility into routing, assignment, and transfer performance.
• Enhanced reporting accuracy for conversation outcomes, enabling more reliable operational decision-making.
• Improved visibility into agent transfer performance to better manage workload distribution.
• Enhanced monitoring of routing behavior during high volume scenarios to support faster issue detection.
• Improved tracking of bot-assisted interactions to better understand conversation handling performance.
• Enhanced visibility of agent presence and workload for more accurate monitoring of routing effectiveness.
• Improved consistency of real-time dashboards for better insight into queue and assignment performance.
• Enhanced ability to monitor routing trends and performance metrics across contact center operations.

Agent

• Improved assignment accuracy so agents receive the most relevant customer conversations faster.
• Enhanced routing consistency to ensure smoother connection to the right customer interactions.
• Improved transfer experience across agents and queues for better collaboration and faster resolution.
• Enhanced presence handling to ensure agents are shown correctly as available during routing decisions.
• Improved handling of reconnect scenarios to ensure conversations remain assigned correctly after brief disruptions.
• Enhanced notification and routing responsiveness to help agents respond to incoming interactions without delay.
• Improved overall stability of voice and messaging assignments to ensure uninterrupted customer conversations.

Voice

Admin

• Voice setup is now easier to manage, with outdated settings removed to reduce errors and ensure consistent call behavior.
• Transcription accuracy and stability have been improved across all voice scenarios.
• Barge‑in timing is now handled automatically, reducing setup effort and improving reliability across regions.
• Entitlement‑related call failures now return structured, easy‑to‑understand error codes for faster troubleshooting.
• Tenant identification has been strengthened to prevent misrouting and ensure accurate authorization and telemetry.
• Authentication and fraud‑detection flows now run more reliably with improved audio processing and more accurate human/voicemail detection.
• Support for next‑generation text models improves AI‑assisted experiences across messaging and voice.
• New analytics, cleaner scenario generation, and Bring‑Your‑Own‑Data support provide clearer insights and more reliable quality checks.
• Audio performance is improved with faster connection setup, cleaner storage management, and more resilient streaming.
• The “Audio Connector URL” label is now used consistently across channels to reduce confusion during setup.
• Voice routing logic is more predictable, especially when no agent is immediately available.
• Updated setup guides and skill catalogs make it easier to configure voice agents and evaluate voice scenarios.

Supervisor

• Telemetry now provides clearer visibility into audio delays and call‑flow performance for faster issue identification.
• Evaluation tools deliver cleaner, noise‑free scenarios and more reliable scoring for voice and digital interactions.
• Anti‑fraud processing is more accurate, reducing false positives and improving trust in call outcomes.
• Reduced transient failures and improved voice signaling ensure smoother customer journeys.
• When calls transfer between systems, conversation context is preserved for better support continuity.

Agent

• Voice routing is more reliable, with fewer dropped events for a smoother calling experience.
• When calls are transferred, customer context now follows the interaction, helping agents resolve issues faster.
• Improved voicemail detection ensures agents connect with live customers more consistently.
• Updated AI models provide faster, higher‑quality suggestions during conversations.
• Messaging and voice interactions now run more smoothly with fewer interruptions or delays.

Repaired Functionality

Digital Messaging

Admin

• Fixed an issue where post‑chat survey links were not clickable, ensuring customers can open and complete surveys seamlessly after conversations.
• Resolved inconsistencies in conversation-to-queue handling to prevent unintended creation of new conversations after chat closure.
• Fixed issues affecting message attachments so files are now delivered reliably across digital messaging channels.
• Resolved issues with survey delivery flows to ensure customers consistently receive post‑conversation feedback requests.
• Fixed routing gaps in outbound messaging flows to ensure delivery events are processed correctly.
• Addressed issues in conversation reconnect scenarios so customers return to the correct ongoing conversation instead of starting a new session.
• Resolved stability issues in routing and assignment flows to prevent interruptions during high-volume messaging scenarios.
• Fixed issues impacting transcript storage behavior to ensure conversation data is retained according to configured policies.
• Improved system resilience to prevent failures during conversation closure and routing operations. Enhanced post‑conversation survey handling to ensure feedback flows complete successfully without failures.
• Fixed an issue where ending a chat could start a new conversation instead of continuing the existing session, ensuring proper conversation continuity.
• Improved accessibility support in live chat to provide a more inclusive and compliant experience for all users.
• Restored visibility of online status and unread message indicators in the chat widget, ensuring customers are aware of agent availability and new activity.
• Improved overall messaging stability to reduce interruptions and ensure consistent chat experiences for customers.
• Improved reliability of attachment handling in digital messaging so files are prepared and sent successfully during customer conversations

Supervisor

• Fixed inconsistencies in routing behavior that could impact accurate assignment of conversations to queues and agents.
• Resolved issues affecting conversation lifecycle tracking to ensure interactions close and update status correctly.
• Fixed scenarios where session closure could fail, ensuring more reliable handling of completed conversations.
• Resolved issues with presence status visibility to ensure accurate representation of agent availability for routing decisions.
• Fixed issues impacting monitoring of messaging and voice interactions, ensuring more consistent operational visibility.
• Improved reliability of transcript display so supervisors can review conversations accurately for quality and compliance.
• Addressed routing-related failures that could interrupt conversations, ensuring smoother handling across channels.
• Improved visibility into chat activity with restored indicators for agent availability and unread messages.
• Enhanced consistency of messaging behavior to support more reliable monitoring of ongoing conversations.
• Improved accessibility compliance across chat experiences, supporting better usability for all customers.
• Fixed wrap-up time tracking after conversations are closed, ensuring more accurate reporting of post-conversation work.
• Improved call completion reliability for outbound voice calls, helping ensure conversations end cleanly for all participants.

Agent

• Fixed an issue where post‑chat surveys were not accessible, ensuring a seamless end-of-conversation experience.
• Resolved issues with chat continuity so conversations no longer restart unexpectedly after being closed.
• Fixed attachment handling so agents and customers can send and receive files without failures.
• Resolved issues with chat reconnect, ensuring agents continue the same conversation without losing context.
• Fixed issues where chat or consult sessions failed, ensuring uninterrupted communication with customers.
• Corrected transcript display issues so customer and agent messages appear accurately and clearly.
• Fixed delays when closing conversations, enabling faster completion and next interaction handling.
• Resolved issues affecting transfer workflows so available agents are displayed correctly without requiring refresh.
• Fixed incorrect presence indicators to ensure agents are shown with the right availability status for assignment.
• Resolved stability issues in voice and messaging interactions to reduce dropped or interrupted conversations.
• Fixed conversation continuity issues so chats no longer restart unexpectedly after being ended.
• Improved awareness of new messages with visible unread indicators, helping agents respond more quickly.
• Enhanced chat stability to ensure smoother and uninterrupted customer interactions.
• Improved accessibility in chat experience to support better navigation and usability during conversations.
• Fixed an issue where the wrap-up timer could continue after a conversation was closed, helping agents move smoothly to their next interaction.
• Fixed outbound voice call handling so selecting End Call reliably disconnects all participants.

Intelligent Routing

Admin

• Fixed routing issues during pre‑queue overflow to ensure conversations are consistently assigned to the correct queue.
• Resolved agent transfer failures to improve reliability of conversation routing and reduce misrouted interactions.
• Fixed issues in assignment and reservation flows to ensure conversations are allocated correctly without failures.
• Improved stability of routing and assignment services to prevent delays during system startup and high‑traffic scenarios.
• Fixed issues impacting conversation-to-queue processing, ensuring smoother handling of overflow and routing scenarios.
• Resolved regional service issues to ensure consistent routing and interaction handling across supported geographies.
• Improved handling of bot-to-agent transitions to ensure conversations move reliably without interruptions.
• Enhanced routing data handling to ensure accurate tracking of conversation metrics and reporting.
• Strengthened data privacy by ensuring sensitive customer data is not captured during routing and assignment operations.

Supervisor

• Fixed inaccuracies in real-time metrics to ensure routing, transfer, and conversation outcome data are reported correctly.
• Improved clarity of routing and performance metrics to support better operational decision-making.
• Resolved issues where certain queue and overflow metrics were not displayed correctly in dashboards.
• Fixed inconsistencies in tracking answered, offered, and escalated conversations for more accurate reporting.
• Improved visibility into routing behavior during overflow and out-of-hours scenarios.
• Resolved issues impacting real-time analytics to ensure uninterrupted monitoring of contact center operations.
• Improved accuracy of bot interaction and handling metrics for better performance analysis.
• Fixed inconsistencies in wrap-up and interaction duration metrics for reliable workforce insights.

Agent

• Fixed issues where conversations were not routed to the next available agent, ensuring no missed customer interactions.
• Resolved problems with agent presence updates so availability is reflected correctly during and after interactions.
• Fixed routing issues after consult calls to ensure agents are marked available and can receive new conversations.
• Improved consistency of conversation assignment so agents receive interactions without delays or gaps.
• Resolved issues in transfer workflows to ensure smoother handoff between agents and queues.
• Improved handling of reconnect and session continuity scenarios to prevent loss of conversation context.
• Fixed issues impacting voice and messaging interaction stability to reduce dropped or interrupted conversations.

Voice

Admin

• Improved voice reliability to help customers connect with the right agent more consistently.
• Enhanced digital messaging stability to support smoother customer conversations across supported messaging channels.
• Improved Automatic Call Distribution (ACD) setup and routing behavior to help route conversations to the right queue or agent.
• Enhanced conversation-to-queue reliability to reduce delays when conversations are transferred or assigned.
• Improved queue configuration consistency to support more accurate assignment and workload distribution.
• Strengthened platform stability to help reduce interruptions across voice and digital messaging experiences.
• Improved recording and conversation handling reliability to support better operational continuity.
• Enhanced channel and queue tracking to help administrators manage voice and messaging interactions more confidently.

Supervisor

• Improved visibility into voice and digital messaging conversations for more consistent monitoring.
• Enhanced queue and assignment reliability to help supervisors track how conversations move through the contact center.
• Improved routing accuracy to support faster and more consistent customer assignment.
• Enhanced conversation-to-queue tracking to help supervisors monitor transfers and queue performance more clearly.
• Improved interaction status accuracy to support better oversight of open, active, and completed conversations.
• Enhanced reliability during high-volume scenarios to help maintain smoother contact center operations.
• Improved visibility into agent availability and workload to support better service management.
• Reduced routing and assignment inconsistencies to help supervisors maintain a more reliable customer support experience.

Agent

• Improved voice call stability to help agents handle customer conversations with fewer interruptions.
• Enhanced digital messaging reliability to support smoother chat and messaging interactions.
• Improved conversation assignment so agents receive the right customer interactions more consistently.
• Enhanced conversation-to-queue transfers to help agents move conversations to the right queue with less friction.
• Improved consult and transfer experience to support smoother collaboration during customer interactions.
• Enhanced message delivery and conversation flow to help agents respond with greater confidence.
• Improved availability and conversation status updates to help agents manage their work more accurately.
• Reduced delays during routing and assignment to help agents connect with customers faster.