Microsoft Dynamics 365 Contact center- Update 26083 Release Notes

Admin

New/Enhanced Functionality

• Expanded contact center support to South Africa, enabling reliable customer interactions and regional service availability.
• Customer-present activities now use the appropriate authentication profile, improving fraud detection accuracy and reducing authentication errors.
• Improved inbox security while maintaining reliable message updates, reducing the need for representatives to have direct access to underlying customer communication data.
• NSP Enforced mode delivers more reliable, compliant, and predictable omnichannel routing and conversation handling.
• Custom assignment reliability prevents assignment processing when required information is missing, reducing incorrect routing.
• Expanded geographic availability supports localized conversation routing and greater scalability in additional regions.
• Automated routing improvements increase routing accuracy and contact-handling efficiency while reducing manual intervention.
• Continuous delivery improvements support more stable and frequent updates to contact center capabilities.
• Regional conversation routing enables interactions to be routed by geographic region for more localized handling, compliance, and performance.
• Routing optimization improvements increase routing accuracy and consistency by improving automated learning behavior.
• Faster, more reliable queue routing provides more responsive assignment of incoming conversations to the appropriate queues.
• Expanded regional availability allows organizations in additional geographic markets to manage inbound conversations and routing locally.
• Production-ready conversation-to-queue routing provides reliable routing of live customer conversations to the appropriate service queues.
• Stricter real-time data validation prevents malformed or unsafe data from disrupting workflows, improving security, data integrity, and stability.
• More reliable scheduled queue processing supports consistent routing and stable handling of open conversations.
• More scalable disconnect processing improves reliability when handling agent disconnects and reduces associated routing issues.
• Improved conversation-to-queue processing increases routing performance and reliability, helping conversations move through queues with fewer delays and errors.
• Safer queue processing strengthens security and reliability when releasing conversations to queues.
• More resilient conversation processing reduces errors, dropped sessions, and flow disruptions during customer interactions.
• More consistent callback processing improves the responsiveness and reliability of conversation routing across queues.
• More reliable overflow queue handling improves scalability and reduces routing issues when conversations remain queued during overflow scenarios.
• More scalable conversation-action processing helps conversation actions be queued and assigned more consistently across active channels.
• Safer overflow transfers improve the reliability of transferring overflow conversations while strengthening security protections.
• Improved overflow voicemail routing increases capacity handling and reduces the likelihood of delayed or missed voicemail conversations.
• More scalable voice bot routing improves reliability during high traffic and helps reduce queuing delays for voice bot conversations.
• Improved overflow callback handling reduces missed or delayed callbacks and provides more consistent routing performance.
• More effective routing monitoring reduces unnecessary alerts and helps genuine routing issues surface more clearly.
• Automatic closure of inactive queued conversations reduces manual cleanup and keeps queues more accurate and manageable.
• Asynchronous queue transitions improve routing responsiveness and reliability as conversations are queued, updated, and assigned.
• Dynamic consult prioritization helps higher-priority consult requests receive routing priority and reduces unnecessary waiting.
• More scalable overflow queue transfers help overflow conversations route with fewer delays or failures.
• More reliable overflow conversation closure reduces errors and delays when closing conversations during high-volume conditions.
• Local end-to-end routing validation helps identify conversation-to-queue defects before changes reach live environments.
• Improved release readiness supports more reliable and consistent conversation routing and handling.
• More resilient assignment processing automatically recovers eligible rejected assignment requests, reducing assignment failures.
• Simplified assignment processing reduces the risk of unexpected routing behavior and improves long-term reliability for high-volume environments.
• Expanded routing capacity improves scalability and reliability for more consistent conversation-to-queue processing.
• Improved regional configuration handling prevents cross-region routing failures and ensures applicable configuration settings are honored correctly.
• Controlled preproduction releases improve release governance and reduce the risk of unintended deployments.
• More reliable routing behavior restores expected channel-based engagement and routing behavior.
• Expanded routing deployment improves the consistency and reliability of conversation handling.
• Production routing improvements provide more stable and available conversation-to-queue processing, helping conversations reach the correct queues more reliably.
• Improved live chat stability and reliability to support smoother ongoing customer conversations.
• Added controlled rollout capabilities for live chat updates, helping organizations introduce changes without disrupting existing chat experiences.
• Strengthened messaging security to provide safer, more reliable customer communications.
• Improved routing accuracy and responsiveness, helping messaging interactions reach the right representative or queue faster.
• Strengthened protection of customer interaction data and messages in the contact center.
• Improved assignment performance to reduce routing delays and provide faster, more stable conversation distribution across queues.
• Configure intent confidence thresholds for automatic topic switching in voice agents, helping prevent unintended topic changes when intent confidence is low.
• Deploy voice agents to supported telephony channels through a simplified experience, reducing configuration complexity and improving deployment reliability.
• Improve call reliability and transcript availability for voice agents connected through Microsoft Teams Phone.
• Streamline the deployment of conversational agents to Microsoft Teams Phone, enabling faster and more accurate enterprise rollouts.
• Apply regional configuration boundaries to contact center capabilities, supporting more reliable provisioning, transcription, and voice-agent onboarding.
• Deploy secure self-service voice agents on Genesys with reliable transcription and configurable intent-switching controls.
• Strengthen caller authentication with Known Fraudster Detection, helping contact centers identify fraudulent callers and protect customer interactions.
• Deploy self-service agents to Genesys and Microsoft Teams Phone with configurable topic selection and confirmation controls.
• Simplify the deployment of contact center agents to telephony channels, improving configuration accuracy for enterprise environments.
• Improve voice integration behavior with more accurate interruption handling and tenant-specific bot configurations.
• Improve operational readiness for voice-agent experiences with configurable intent-switching controls, reliable transcripts, and stronger migration security.
• Improve voice-agent provisioning, transcript reliability, migration security, and Microsoft Teams Phone onboarding.
• Increase the reliability of voice-agent builds and validation, supporting more stable call-handling experiences.
• Improve production call-handling reliability for contact centers operating in South Africa.
• Evaluate AudioCodes Voice Live integration to support more reliable call continuity and voice experiences.
• Strengthen voice workflow validation to reduce configuration-related failures and improve live voice reliability.

Repaired Functionality

• Improved conversation routing performance and stability for faster, more reliable handling during high-volume customer engagements.
• Strengthened security for conversation quality capabilities, helping protect customer data from known security vulnerabilities.
• Strengthened security and reliability for conversation quality evaluation, providing a safer experience when reviewing customer interactions.
• Improved transfer routing by correctly applying agent capacity settings, reducing misassignments and supporting more reliable transfers.
• Improved routing service availability by resolving startup failures that could disrupt conversation distribution.
• The General System settings page now displays all configuration options through scrolling, helping administrators review and manage settings without missing content.
• Improved service-level reporting accuracy by preventing closed live chat conversations from being incorrectly counted as failures.
• Fixed conversation creation failures for custom messaging channels without an associated workstream, improving messaging reliability.
• Fixed Live Chat widget loading issues following upgrades, helping ensure chat remains available to customers.
• Strengthened messaging security to reduce vulnerability exposure and provide more reliable customer interactions.
• Improved conversation assignment performance, helping conversations reach available representatives faster and more reliably.
• Improved processing of representative availability updates and conversation assignments to reduce routing delays and improve reliability.
• Improved routing responsiveness and scalability during periods of increased demand while maintaining diagnostic visibility.
• Improved queue processing performance to support faster conversation assignment, responsive availability updates, and greater routing stability.
• Improved assignment processing efficiency for faster, more reliable conversation routing and representative availability updates.
• Strengthened tenant isolation during contact center migration by validating organization information and improving transcription update reliability.
• Intent confidence settings now provide a clearer configuration experience, with topic-level thresholds defaulting to the agent-level value to reduce misconfiguration.

Supervisor

New/Enhanced Functionality

• Real-time supervisor consultation lets representatives request expert guidance during customer interactions, supporting faster decision-making and improved issue resolution.
• Compliance guardrails improve the consistency and reliability of case monitoring by enforcing supported query boundaries.
• More secure supervisory experiences strengthen protection when monitoring and managing customer interactions.
• Consult-session dashboard insights help supervisors diagnose routing issues and improve operational visibility.
• Conversation-close compliance insights provide additional visibility into adherence to configured guardrails without changing existing workflows.
• Agent-attributed guardrail results give supervisors greater insight into compliance at conversation closure while preserving existing routing behavior.
• Improved guardrail coverage increases coaching reliability across additional contact center scenarios.
• Enhanced security controls provide stronger protection for customer interaction data and supervisory insights.
• Guardrail monitoring metrics improve observability of conversation-close evaluations and support more predictable supervisory experiences.
• More precise coaching guidance helps supervisors provide more relevant guidance for improving customer interactions.
• Consistent conversation-close visibility improves supervisory oversight and conversation-closure reporting across supported closure scenarios.
• Improved coaching reliability across regions prevents regional processing failures and supports more consistent coaching workflows.
• Added consult-session visibility to monitoring dashboards, making it easier to identify failures and performance issues and improve consult reliability.
• Improved adherence coaching by reliably generating coaching steps, helping supervisors provide more effective agent guidance.
• Improved reporting consistency for externally transferred conversations, supporting more accurate operational insights and decisions.
• Improved coaching reliability across geographic regions by honoring configured cross-region settings and preventing processing failures.
• Improved live chat diagnostics by reducing unnecessary critical alerts, providing clearer visibility into issues that require attention.
• Improved live chat service-level measurement accuracy, reducing false failures and providing more reliable operational insights.
• Improved assignment latency monitoring to provide more reliable performance insights and help identify service-quality issues.
• Improved monitoring of conversation assignment performance to provide better visibility into routing responsiveness.
• Enhanced assignment latency monitoring to help identify performance issues faster and support more consistent response times.
• Improved routing performance and responsiveness through more efficient assignment processing.
• Restored assignment latency visibility to support more accurate performance monitoring and faster incident response.
• Supervisor analytics are now available for Microsoft Teams Phone scenarios, providing improved visibility into voice-agent operations.

Repaired Functionality

• Improved live chat reliability and performance during high-volume usage, supporting more consistent service delivery.
• Improved resource stability for live chat services, reducing interruptions during real-time customer support.
• Improved monitoring accuracy by treating non-impacting authentication configuration issues appropriately instead of reporting them as critical failures.
• Improved visibility into conversation assignment performance to help identify and troubleshoot routing issues faster.
• Timeout-closed conversations now retain the correct closure information, improving reporting and troubleshooting accuracy.
• Microsoft Teams Phone conversations now map agents correctly in supervisor analytics, improving reporting accuracy and operational insights.
• Customer Wait Time now excludes automated messages, improving the accuracy of wait-time and service-level tracking.

Contact Center Representative (CCR)

New/Enhanced Functionality

• Improved live chat performance and reliability for faster, more consistent customer support conversations.
• More accurate real-time adherence and coaching supports timely, targeted guidance that helps representatives deliver more consistent service.
• Agents can now view read-only Copilot suggestions alongside conversation transcripts, providing clearer AI guidance to support efficient and consistent customer interactions.
• Modernized the live chat experience to improve reliability, responsiveness, and usability during customer interactions.
• Improved conversation consistency when chat connection behavior changes, reducing unexpected errors during live customer support.
• Improved the visual consistency of live chat experiences, reducing interface issues across releases.
• Improved live chat interface stability to provide a more consistent experience for representatives and customers.
• Improved live chat reliability during messaging operations for smoother customer conversations.
• Improved message delivery reliability to provide more consistent live chat experiences.
• Improved conversation handling when chat connection behavior changes, providing more predictable messaging experiences.
• Suggested replies now preserve complete submission information, helping connected processes handle representative actions more reliably.
• Suggested reply interactions now retain complete submission information, improving conversation handling and the reliability of connected processes.
• Improved messaging routing responsiveness, helping representatives receive the appropriate customer conversations faster.
• Improved voice call handling provides more reliable connections and consistent conversation transcripts, reducing disruptions during customer interactions.
• Voice recordings now recover more reliably from stalled resume operations, helping representatives access complete conversation transcripts.

Repaired Functionality

• Improved playbook readability with consistent punctuation formatting, making guidance clearer and easier to follow.
• Improved direct transfers when wrap-up time is enabled, providing cleaner conversation handling and more reliable transfer and wrap-up experiences.
• Screen readers now announce warnings when required workflow steps are missed, improving accessible and accurate task completion.
• Screen readers now announce suggested-response status messages after agents submit workflow input, improving accessible and independent interaction with assisted workflows.
• Suggested responses now display the full action button label when using reflow or zoom, improving readability and accessibility.
• Keyboard users can now access previous and next intent controls in warning messages without using a mouse, improving accessibility during assisted workflows.
• Improved live chat reliability to provide smoother, more responsive real-time customer conversations.
• Improved live chat consistency by validating conversation behavior across supported customer interaction scenarios.
• Restored reliable live chat functionality on newer iOS devices, helping representatives maintain uninterrupted customer conversations.
• Improved live chat operational logging to support more reliable conversation experiences with less unnecessary diagnostic noise.
• Resolved conversation-history processing issues that could cause inaccurate message history or reading failures, improving messaging reliability.
• Restored real-time transcript access where authorization errors previously prevented expected transcript visibility.
• Improved outbound call transcription reliability during participant reconnections, helping representatives and supervisors access more consistent transcripts.
• Inbox messages now refresh correctly, helping representatives see the latest customer communications.
• Transferred conversations now appear correctly in the assigned representative’s inbox, helping prevent missed customer interactions.
• Sentiment indicators now appear only for negative messages, helping representatives focus attention on conversations that may require additional care.
• Customer Wait Time now reflects the actual time a conversation waited before acceptance, preventing inflated wait times in the inbox.

Customer Assist Agent

• Improved resiliency for voice interactions, providing better visibility into issues that can affect fallback experiences.
• Added whole-call recording redaction capabilities to help protect sensitive information in recorded customer interactions.
• Expanded offline recording redaction availability to improve consistent processing across contact center environments.
• Enhanced offline recording redaction to help prevent sensitive audio from remaining exposed in call recordings.
• Strengthened authentication for voice interactions to reduce security risks and improve service reliability.
• Streamlined the voice interaction runtime by removing obsolete functionality, reducing potential errors during customer conversations.
• Added organization-level flexibility for audio redaction processing to improve reliability across different recording scenarios.
• Improved recording processing reliability to help prevent duplicate or incomplete redaction updates.
• Redacted call recordings are saved more reliably, with improved detection of incomplete recordings to help maintain accurate recording data.
• Improved deployment efficiency for voice capabilities, helping updates and fixes reach contact center environments more reliably.
• Improved offline recording redaction failure handling so unsuccessful redactions are accurately reflected instead of appearing successful.
• Improved error visibility for recording storage operations, supporting more reliable troubleshooting when recording updates fail.
• Strengthened authentication for voice services to reduce the risk of credential-related security and reliability issues.
• Fixed recording pause and resume handling so sensitive audio is reliably redacted from recorded conversations.
• Corrected organization-specific recording discovery behavior to prevent one organization's configuration from affecting redaction processing for others.
• Fixed recording discovery for organizations without recording capabilities configured, preventing unnecessary processing failures.
• Improved request management for voice interactions to reduce unexpected throttling and conversation disruptions.
• Fixed recording discovery behavior to provide more reliable redaction processing across different organizational configurations.
• Improved recording discovery visibility so failures can be identified and addressed more effectively.
• Added resilient handling for temporary recording download failures, improving offline redaction reliability.
• Improved recording redaction during concurrent processing to prevent duplicate or incorrect updates and maintain trustworthy recording status.
• Improved handling of failed recording redactions so unsuccessful recordings can be identified instead of remaining permanently unredacted.
• Improved recording verification during concurrent updates so successful redaction status is applied only to correctly processed recordings.
• Enhanced monitoring for offline recording redaction, helping teams identify processing issues faster and maintain reliable recording protection.
• Improved operational monitoring for voice interactions to reduce unexpected throttling and service disruptions.
• Added workload-level diagnostics for voice interactions, helping operational teams identify and resolve service issues faster.
• Improved operational monitoring for voice interactions to reduce throttling-related performance issues during high-volume conversations.
• Improved handling of mid-call failures so voice conversations remain more stable and experience fewer unexpected disruptions.
• Improved voice interaction recovery when failures occur during a call, helping customer conversations continue more reliably.
• Conversations remain on the same published bot version throughout the session, reducing disruptions when bot updates occur.
• Improved recovery from speech-generation failures, providing more stable and consistent voice responses.
• Voicemail transcripts are preserved more reliably during service shutdowns, helping maintain complete customer conversation records.
• Greeting audio now plays completely without unexpected truncation, improving voice interaction consistency.
• Improved recovery from mid-call failures to reduce dropped customer conversations.
• Improved conversation continuity by preventing active calls from reconnecting to services that are shutting down.
• Voicemail transcripts are preserved during service shutdowns, reducing the risk of losing important customer messages.
• Improved session routing during service shutdowns to reduce unexpected call drops and conversation disruptions.
• Added improved audio quality controls for redacted recordings to support reliable review of protected customer interactions.
• Improved voice-processing reliability when audio processing is interrupted, helping maintain consistent processing throughout customer calls.
• Improved session handling during concurrent voice interactions to reduce intermittent failures and maintain consistent conversation processing.

Quality Assurance Agent (QAA)

• Improved coaching foundation supports greater reliability and scalability for quality and coaching experiences.
• Improved quality and coaching security reduces vulnerabilities and supports safer monitoring and evaluation of customer interactions.
• Faster coaching setup and troubleshooting is supported by new guidance for configuring and diagnosing supervisory coaching capabilities.
• Improved coaching troubleshooting guidance helps support teams diagnose issues faster and maintain more reliable coaching experiences.
• Enhanced operational documentation makes configuration and troubleshooting information easier to use, supporting more reliable contact routing and support experiences.
• Improved routing validation coverage reduces routing defects by validating conversation-routing behavior more consistently.
• Automated quality assurance is now integrated into the voice and video conversational agent builder, enabling consistent quality checks across customer conversations.
• Improved operational readiness for automated conversation quality checks supports more reliable and consistent evaluation experiences.
• Improved assignment performance monitoring to provide better visibility into routing latency and service reliability.