Microsoft Dynamics 365 Contact center- Update 26085 Release Notes

Admin

New/Enhanced Functionality

• Expanded identity verification and fraud protection availability to additional geographic regions, helping organizations extend secure customer authentication to more markets.
• Expanded contact center speech capabilities to Sweden, enabling organizations to support local voice experiences in the region.
• Improved security for inbox updates by reducing direct customer service representative access to underlying customer service data.
• Added known fraudster detection to strengthen fraud protection and help organizations identify potentially fraudulent customer interactions.
• Simplified conversational agent configuration for knowledge-based experiences, making bots easier to define, understand, and manage.
• Improved regression coverage for voice experiences, helping maintain reliable outbound and embedded voice interactions.
• Improved migration from classic interactive voice response experiences to the latest contact center experience, supporting more stable voice interactions.
• Improved reliability of voice scenarios by addressing regression issues that could disrupt outbound and embedded customer interactions.
• Enabled direct use of conversational bot definitions in the latest contact center experience, supporting more consistent bot-driven interactions and conversation transcripts.
• Modernized the end-user chat experience to better support enhanced agent-assisted conversations.
• Expanded knowledge-based conversational experiences with information from resolved cases and representative chat transcripts, helping deliver more relevant responses.
• Improved classic interactive voice response reliability by maintaining the correct participants during calls and supporting more accurate conversation transcripts.
• Improved release schedule maintenance to support more consistent and reliable delivery of contact center voice experiences.
• Improved operational health of voice experiences by reducing unintended participant removal and supporting more consistent conversation transcripts.
• Made the enhanced Conversational Agent Builder available in public preview, providing a more intuitive way to create and manage conversational experiences.
• Strengthened readiness for service-to-service voice scenarios by addressing performance and scale requirements for more predictable contact center experiences.
• Simplified contact center representative deployment with Teams Phone, improving telephony provisioning and supporting more reliable calling experiences.
• Improved voice continuity and bot publishing flows, reducing interactive voice response errors and supporting more consistent customer interactions.
• Standardized voice development and diagnostic guidance, reducing configuration inconsistencies and supporting more reliable feature delivery.
• Added detailed performance measurements for bot publishing data access, helping administrators identify performance issues more quickly.
• Enabled multiple bot configurations within an organization for voice continuity scenarios, providing greater flexibility for complex customer service requirements.
• Improved offline conversation processing resilience with redundant processing and more frequent health checks for more dependable operation.
• Expanded voice interaction configuration to support session initiation and variable conversational context requirements.
• Added detailed diagnostics when offline redaction cannot be completed, improving visibility into data-protection issues and simplifying troubleshooting.
• Enhanced monitoring of offline redaction processing for better traceability and more reliable operations.
• Improved speech recognition connection recovery with additional retry attempts for more resilient voice interactions.
• Added operational monitoring for processing health and redaction failures, making reliability issues easier to identify.
• Strengthened auditing of administrative operations to improve governance and compliance.
• Improved operational monitoring for offline redaction, providing clearer visibility into processing failures.
• Improved delivery of offline redaction diagnostics without requiring an active conversation session, supporting more dependable troubleshooting.
• Added deployment safeguards that provide greater control over changes before they affect live customer conversations.
• Added redaction support for complete call recordings to strengthen protection of sensitive information.
• Improved observability for offline redaction with organization-specific diagnostics, simplifying operational troubleshooting.
• Improved organization of diagnostics from multiple conversation sources for clearer monitoring and more reliable troubleshooting.
• Strengthened service ownership and governance to improve maintainability and reduce operational risk.
• Improved recovery of previously paused offline redaction jobs, helping maintain consistent processing of customer interaction records.
• Improved consistency of conversational agent content throughout active sessions, reducing the risk of stale or mismatched experiences.
• Improved runtime compatibility and topic handling for conversational agents, providing more consistent conversation behavior.
• Added guidance for configuring alerts and interpreting offline recording redaction failures, enabling quicker and more accurate issue investigation.
• Improved signaling reliability for more stable and consistent multimodal customer conversations.
• Restored collection of service monitoring metrics, improving visibility, diagnostics, and alerting.
• Improved reporting of terminal offline redaction failures so unsuccessful recording processing is consistently visible for investigation.
• Improved handling of recordings with terminal redaction failures so administrators can identify and investigate records that remain unredacted.
• Improved organization-specific delivery of offline redaction diagnostics for more dependable troubleshooting.
• Improved handling of hidden system messages to provide clearer, more reliable conversations.
• Improved validation efficiency and stability through more balanced testing, helping reduce defects in messaging updates.
• Strengthened messaging stability and diagnostics to make conversation issues easier to detect, trace, and resolve.
• Improved validation reliability for messaging changes, reducing regressions and supporting more stable message delivery.
• Improved messaging and routing reliability and security, helping maintain uninterrupted customer telemetry and service operations.
• Improved messaging validation performance to support faster feature updates and more consistent messaging experiences.
• Improved validation speed and reliability while retaining required quality checks, supporting more stable messaging updates.
• Strengthened change governance for messaging services so approved, higher-quality changes reach production environments.
• Reduced messaging validation time to enable faster delivery of reliable features and fixes.
• Enhanced messaging monitoring and telemetry to enable faster detection and resolution of customer-facing incidents.
• Strengthened organization-level data isolation for Contact Center telemetry, helping ensure customer diagnostic data is handled within the correct tenant boundary.
• Strengthened identity and authorization security for omni-channel messaging and routing, helping maintain secure and compliant customer interactions.
• Improved LiveChat stability and reliability for smoother, more consistent chat experiences.
• Improved accessibility validation for keyboard navigation and focus behavior, helping provide a more accessible chat experience.
• Enabled safer, independently controlled rollout of LiveChat performance improvements while reducing loading delays.
• Improved concurrent chat session startup reliability, reducing inconsistent or failed chat starts.
• Expanded end-to-end validation across LiveChat capabilities to identify regressions earlier and improve runtime reliability.
• Expanded automated end-to-end coverage to reduce production regressions and provide more consistent chat experiences.
• Strengthened change validation to help prevent regressions in LiveChat updates.
• Enabled configuration-based rollout controls for LiveChat loading improvements, supporting safer and more reliable deployments.
• Improved the stability of optimized LiveChat loading, providing more consistent messaging experiences.
• Added controlled activation for optimized LiveChat loading, enabling safer feature rollouts.
• Modernized the LiveChat experience while preserving consistent accessibility behavior across versions.
• Expanded Contact Center availability in Sweden, providing localized access to Conversation Control capabilities with improved regional performance and deployment alignment.
• Expanded Conversation Control availability in Sweden, supporting more reliable local digital contact center operations.
• Improved continuity of conversation context across digital interactions, supporting more consistent customer journeys and routing.
• Added the ability to disable hyperlinks for selected organizations, providing greater control over customer interaction experiences.
• Added foundational service tracking to support future routing reliability, scalability, and orchestration improvements without changing current functionality.
• Improved job scheduling and conversation-to-queue reliability by resolving data query errors and standardizing operational monitoring.
• Improved the reliability and scalability of queue assignments, enabling more stable and timely handling of customer interactions.
• Added support for presenting multiple options at recurring intervals, improving routing flexibility and customer choice.
• Improved routing and interaction-handling stability through consolidated foundational service improvements.
• Improved queue responsiveness and reliability across supported digital channels.
• Standardized database version management to reduce deployment issues and maintain consistent routing and assignment performance.
• Improved automated routing so it adapts more consistently to changing interaction patterns with less manual configuration.
• Enhanced automated routing logic to provide more consistent and efficient handling of customer interactions.
• Improved conversation-to-queue job reliability and limited processing to relevant open work items for more efficient routing.
• Improved overflow handling to prevent data query errors and maintain stable, highly available queue processing.
• Enhanced automated routing accuracy and stability, reducing the risk of misrouted customer interactions.
• Stabilized queue assignments and reduced data query failures for more consistent omnichannel service availability.
• Improved conversation-to-queue job scheduling to reduce failures and provide more reliable long-term routing support.
• Added controlled activation for routing supported conversations through the updated service, improving deployment safety and flexibility.
• Improved queue overflow processing to reduce dropped or stalled customer interactions.
• Improved assignment service deployment reliability so updates reach customers more consistently with fewer service interruptions.
• Improved job scheduling compatibility with service limits, providing more stable conversation-to-queue processing.
• Restored reliable retrieval of open work items, maintaining consistent routing behavior across supported channels.
• Improved the reliability and performance of bulk conversation routing, reducing delays and assignment failures.
• Improved automatic conversation closure reliability and scalability, reducing processing errors and delays.
• Improved assignment stability during intermittent service issues, reducing the risk of routing disruptions.
• Added time-aware routing that respects configured availability windows when assigning work.
• Improved conversation reliability and fault tolerance during service interruptions.
• Upgraded conversation-action processing to provide more scalable routing with fewer queue assignment delays.
• Improved assignment timing by using configured calendar availability when routing work.
• Fixed incorrect session selection during routing so customer conversations are assigned to the intended queue.
• Ensured consistent assignment behavior across different service configuration modes, providing more predictable routing.
• Improved maintenance reliability so customer interactions continue smoothly during service updates.
• Improved routing consistency across service environments, reducing configuration-related assignment issues.
• Improved conversation-to-queue reliability during maintenance, reducing the risk of outages or stuck conversations.
• Restored access to cached configuration data required for uninterrupted job scheduling and conversation processing.
• Restored stable assignment configuration to prevent unexpected routing behavior.
• Improved external transfer response handling for more reliable, scalable routing with fewer delays.
• Improved routing configuration consistency by centrally managing conversation-to-queue feature settings.
• Optimized service capacity to reduce routing failures, timeouts, and latency.

Repaired Functionality

• Improved reliability when conversational agents retrieve information from knowledge sources, helping provide a more consistent agent authoring experience.
• Improved interactive voice response handoff reliability so resumed calls retain the correct participant and continue more consistently.
• Improved Teams Phone integration to support more consistent conversation identification and reliable contact center interactions.
• Improved Sweden deployment reliability for contact center telephony services, supporting successful regional expansion.
• Improved control of Live Chat loading feature rollouts, enabling gradual deployment and more reliable chat experiences.
• Added configuration-based rollout controls for Live Chat loading improvements, supporting flexible and targeted feature activation.
• Strengthened controls for introducing Live Chat loading updates, reducing the risk of unexpected chat regressions.
• Improved web engagement configuration so the intended customer engagement rules are applied consistently.
• Improved monitoring of Live Chat environments to identify service issues and maintain reliable chat experiences.
• Preview dialing now uses the customer phone field selected in the voice conversation trigger, reducing misdirected calls and helping representatives reach the intended number.
• The trial onboarding link now opens the correct Contact Center portal, providing a more dependable setup experience.
• Improved overflow routing reliability by correcting duplicate error messages and ensuring consistent queue processing across supported environments.
• Improved reassignment accuracy by re-evaluating eligible user groups, reducing incorrectly allocated customer interactions.
• Improved transfer routing by applying the correct capacity profile when evaluating representative availability.
• Improved conversation-to-queue stability and responsiveness by resolving excessive memory consumption that could cause slowdowns or service interruptions.
• Improved queue-routing stability, reducing routing failures and providing more predictable customer service operations.
• Improved service availability by preventing routing services from failing to start when configuration retrieval is interrupted.
• Improved conversation handling by preventing timeout actions after an interaction has entered the wrap-up stage.
• Improved custom assignment reliability by resolving a data update issue that could block or delay routing operations.
• Improved terminal event processing so customer interactions are consistently associated with the correct queue.
• Improved routing reliability by ensuring scheduled conversations use the configured routing service with controlled feature activation.
• Improved conversation completion records by including the correct queue information when bot conversations end.
• Improved routing data synchronization by correcting an invalid configuration that could cause repeated service errors.
• Improved consistency of active handling time settings across environments, reducing routing and timing configuration issues.

Supervisor

New/Enhanced Functionality

• Added consistent analytics and conversation transcripts for Teams Phone interactions, giving supervisors better visibility for monitoring, compliance, and troubleshooting.
• Improved visibility into offline processing failures through richer telemetry, helping teams detect issues earlier and troubleshoot them faster.
• Improved sentiment alerts to include the assigned customer service representative’s name, giving supervisors clearer context when responding to customer sentiment signals.
• Improved monitoring of Live Chat performance to help identify reliability and response-time issues affecting customer conversations.
• Improved visibility into Persistent Chat performance to help identify response-time issues and maintain consistent chat experiences.
• Added historical conversation analysis to support better operational insights and more informed routing decisions.
• Introduced a foundation for policy and compliance controls within supervision workflows.
• Improved performance indicators for more accurate monitoring of conversation flows and queue management.
• Added conversation-close policy evaluation records with representative attribution, supporting clearer oversight and future analytics.
• Added unified voice conversation performance records when interactions close, improving monitoring accuracy.
• Added business continuity and disaster recovery guidance to help maintain supervisory services during incidents.
• Improved coaching accuracy by limiting targeted interactions to their primary conversation segments.
• Improved real-time conversation data integrity, increasing confidence in operational metrics and outcomes.
• Included consultation interactions in queue-level metrics for more accurate workload and coaching insights.
• Configured new coaching queue definitions to use the primary conversation segment by default, reducing classification errors.
• Improved the maintainability and consistency of supervision capabilities, reducing the risk of future service defects.
• Added real-time routing dashboards to improve performance visibility and accelerate issue diagnosis.
• Improved real-time visibility of customer intents and coaching steps, reducing confusion and supporting more accurate guided workflows.

Repaired Functionality

• Improved Teams Phone analytics by correctly linking quality evaluation transcripts to their conversations, providing more accurate visibility and reporting.

Contact Center Representative (CCR)

New/Enhanced Functionality

• Improved voice call stability by safely handling telephony errors, helping representatives and customers avoid interrupted or repeated error experiences.
• Added support for multi-digit keypad entries in interactive voice experiences, enabling callers to provide longer inputs such as account numbers or menu selections.
• Improved connection recovery during long voice interactions, reducing the risk of conversation capabilities becoming unavailable after a successful reconnection.
• Improved customer message rendering so supported rich content, including formatted text and links, displays correctly during Live Chat conversations.
• Improved accessibility of citation references for Voice Access users, enabling reliable voice interaction with citation badges.
• Improved starting a new chat after ending a conversation, preventing repeated session closure and unnecessary error messages.
• Improved sign-in reliability for Contact Center widgets by automatically recovering from missing authentication information, reducing sign-in interruptions and helping maintain reliable sessions.
• Improved recording and transcription control reliability during voice interactions, reducing inconsistent behavior and making call controls more dependable.
• Improved visual distinction between AI agents and human customer service representatives in digital conversations, helping customers better understand who they are interacting with.
• Added distinct avatars and visual customization for AI agents and human customer service representatives, improving interaction clarity and personalization.
• Improved recording and transcription consistency when voice control updates are delayed, helping maintain reliable call experiences.
• Added localized system prompts for more natural, region-appropriate customer conversations.
• Improved bot-initiated external transfers so handoffs complete without unexpected rerouting or dropped sessions.
• Improved guided interaction flows so customer intent steps appear consistently and without duplication.
• Improved automatic conversation closure flows so customer intent steps and activity records remain accurate.

Repaired Functionality

• Improved the inbox experience so the latest email messages and updates consistently appear, helping representatives avoid missing customer communications.
• Improved sign-in reliability for Contact Center experiences by automatically recovering from authentication failures during active sessions, reducing interruptions to customer conversations.
• Improved authentication recovery in embedded Contact Center experiences, reducing sign-in dead ends and helping representatives maintain reliable access.
• Improved inbox reliability so transferred conversations consistently appear for the assigned representative, reducing the risk of missed or stalled customer interactions.
• Improved sign-in reliability during customer wait time scenarios, helping representatives continue conversations without authentication-related interruptions.
• Improved session reliability for automatically accepted conversations by recovering from authentication failures, reducing sign-in interruptions during customer interactions.
• Cancelling a preview-dial call now preserves the representative-selected disposition code, improving the accuracy of call outcomes and related workflows.
• WhatsApp conversations now close according to the configured timeout, preventing the unintended closure of an active conversation.
• Direct call transfers now keep audio, recordings, transcriptions, and call information associated with the correct representative and conversation.
• Representatives can view the preceding conversation transcript for voicemail recordings, even when the recording has no additional content, providing better context for follow-up.
• Preview Dialer no longer replaces representative-selected disposition codes with a generic cancellation status, improving reporting accuracy.
• The Hold button now remains available after participant information refreshes, providing reliable control over active calls.
• Call control overlays now consistently follow the configured experience settings, preventing unexpected flyout behavior.
• Contacts, cases, and accounts can now be reliably unlinked from conversation forms without intermittent errors.
• Conversations can now be opened from the inbox after returning to an active state or being rejoined, without requiring a browser refresh.
• Image attachments no longer appear multiple times in active messaging conversations, improving clarity for representatives and customers.
• Incoming-call notifications now stop when a call ends, preventing continuous ringing during multi-tab voice sessions.
• Resolved a regression that could prevent representatives from signing in and receiving assigned customer interactions.
• Improved repeated voice consultations with the same representative so consultants remain available in the consultation list.
• Improved representative transfers so conversations are assigned reliably and customer interactions continue without routing interruptions.

Customer Assist Agent

• Improve offline processing resilience with redundant processing capacity and more frequent health signaling, helping maintain consistent conversation processing and operational visibility.
• Support SIP and conversation context requirements to improve compatibility and consistency across contact center conversation flows.
• Get clearer diagnostics for failed redaction jobs, helping administrators identify and resolve offline processing issues more quickly.
• Gain improved monitoring for offline redaction processing, providing better traceability and operational visibility when troubleshooting conversation processing issues.
• Improve speech recognition resilience with additional retry attempts, helping reduce failures caused by temporary processing issues.
• View offline redaction failure details in Application Insights, enabling faster investigation and resolution of data-processing issues.
• Monitor processing health and redaction failures more effectively with operational monitoring for service health, processing failures, and unresolved jobs.
• Strengthen auditing and governance for service operations, supporting compliance requirements and more reliable diagnostic routing.
• Gain improved operational monitoring for offline redaction, helping administrators detect and investigate processing failures more effectively.
• Receive offline redaction diagnostics without requiring an active conversation session, improving the reliability of troubleshooting information.
• Control service changes more safely with feature-based deployment checks and approval safeguards that help prevent unapproved changes from affecting customer conversations.
• Recover previously disabled offline processing jobs beyond standard recovery windows, reducing processing failures and improving consistency of conversation records.
• Ensure conversations use consistent bot configuration throughout a session, reducing duplicate or stale revisions and improving synchronization reliability.
• Configure alerts for offline recording redaction failures using documented monitoring guidance, helping administrators identify and triage failures more effectively.
• Enter multiple keypad digits during automated voice interactions, supporting longer inputs such as account numbers and more complex menu selections.
• Get more consistent Copilot Studio conversation behavior and topic handling, improving continuity and responsiveness during customer interactions.
• Strengthen security for customer conversations with updated service components that address known vulnerabilities.

Quality Assurance Agent (QAA)

• Expand routing validation to reduce production defects and provide more stable customer service experiences.
• Strengthen automated voice routing validation so regressions are detected before affecting production calls.
• Improve direct-transfer diagnostics to accelerate detection and resolution of routing issues.
• Prevent duplicate coaching actions for the same message, reducing unnecessary processing and providing more consistent guidance.
• Improve routing diagnostics through more accurate operational logging, enabling faster detection and resolution of service issues.