Microsoft Dynamics 365 Contact center- Update 26091 Release Notes

Admin

New/Enhanced Functionality

• Improved reliability of outbound calling by correctly handling calls to busy numbers.
• Improved voice interaction continuity by preventing participant updates from blocking paused call resumption.
• Improved assignment reporting for expanded routing: Gain more detailed visibility into how expanded assignment routing behaves, making it easier to monitor routing, troubleshoot issues, and optimize assignment configurations.
• More reliable service request routing: Service requests are routed more consistently to the appropriate queues, helping reduce routing delays and improve customer response accuracy.
• Improved conversation-to-queue reliability: Conversation routing flows are more consistent and resilient, reducing disruptions during customer service interactions.
• More reliable queue routing: Conversations are routed more consistently to the appropriate service queues, helping customers receive faster and more accurate support.
• Improved assignment reporting accuracy: Assignment reporting provides more accurate and detailed information about expanded routing behavior, helping administrators troubleshoot and optimize assignment configurations.
• Compliance and governance controls for intelligent supervision: New compliance and guardrail capabilities provide stronger control and governance over supervised contact center operations.
• More accurate conversation routing: Conversation profile improvements help route customer interactions to the most appropriate queues, reducing misrouting and supporting faster resolution.
• Improved routing scalability: Conversation routing is more resilient under high interaction volumes, helping maintain reliable queue assignment as demand increases.
• More reliable conversation scheduling: Improved scheduling helps conversations reach queues more consistently and on time, supporting smoother service operations.
• Faster high-volume assignment: Assignment processing is optimized for greater responsiveness and reliability when routing high volumes of work to representatives.
• Transcription and recording support: Conversation-to-queue scenarios now support transcription and recording, enabling richer post-interaction analysis and supporting compliance needs.
• Improved assignment performance and scalability: Faster and more reliable assignment processing helps work reach available representatives with fewer delays.
• More consistent queue-routing validation: Expanded validation improves routing accuracy and helps ensure conversations consistently reach the appropriate queues.
• Asynchronous conversation state handling: Conversation state changes are handled more reliably, reducing routing delays and errors for more consistent service experiences.
• Improved compatibility for scalable queue routing: Queue extensions work more reliably with scalable conversation handling, supporting predictable routing as new capabilities are introduced.
• Smoother service migrations: Migration support improves continuity and reliability when moving conversation-routing services, helping maintain consistent queue routing.
• Improved Direct Inward Dialing routing: Inbound calls are routed to queues more reliably, helping customers reach the appropriate service destination more efficiently.
• Automatic conversation closure readiness: Conversation-to-queue experiences are prepared for automatic closure, helping maintain cleaner active conversation lists and more consistent workload management.
• More reliable conversation data validation: Automated validation improves the quality of conversation-routing configuration before changes are introduced into service environments.
• More consistent conversation-to-queue handling: Conversation tracking and queue associations are more reliable, helping maintain accurate routing across service queues.
• More reliable initialization and bot transfers: Improved queuing for conversation initialization and bot-to-representative transfers helps deliver more stable handoffs and customer interactions.
• Expanded end-to-end assignment validation: Improved automated validation helps identify assignment issues earlier and increases the reliability of routing behavior.
• Improved routing and supervision orchestration: Routing improvements help customer conversations reach the appropriate destination more consistently while supporting dependable supervised service experiences.
• Improved service-flow validation: Enhanced validation helps identify configuration issues and supports more consistent contact center service flows.
• Improved automated validation of conversation distribution: Automated configuration checks help improve the quality and reliability of conversation distribution before changes reach production environments.
• More reliable bot escalations: Bot-to-representative escalation now handles temporary capacity information retrieval issues more effectively, reducing failed transfers and improving routing consistency.
• Improved capacity and conversation-count consistency: More consistent conversation counts improve the accuracy of routing, reporting, and assignment decisions.
• More predictable capacity handling when sessions close: Capacity changes are handled more consistently when sessions end, reducing stuck sessions and supporting more predictable routing.
• More reliable event-driven routing: Event-based conversation routing is more scalable and dependable, providing a stronger foundation for consistent automated routing.
• More precise highest-priority assignment eligibility: Assignment eligibility rules provide greater control over which representatives receive highest-priority interactions, improving routing correctness.
• More accurate reassignment across expanded routing groups: Assignment eligibility is maintained more consistently during reassignment, helping reduce incorrectly routed interactions.
• Stronger access controls for routing services: Modernized access management improves security, auditability, and reliability for protected routing-service resources.
• More reliable routing deployments under high load: Routing updates are more resilient in heavily utilized environments, reducing the risk of service disruption during rollout.
• Greater routing capacity during peak demand: Conversation scheduling can scale further during periods of heavy traffic, increasing throughput and supporting more timely queue routing.
• Improved assignment stability during heavy load: Assignment safeguards provide more stable behavior during high-volume periods while preserving existing diagnostic configurations.
• More reliable assignment-service deployments: Deployment improvements reduce delivery-related failures while maintaining existing assignment behavior.
• Smoother assignment-service updates: Improved delivery validation reduces avoidable deployment failures and supports more reliable introduction of assignment capabilities.
• Automatic conversation context updates: Conversation context is updated automatically, helping improve routing accuracy and reducing the risk of interactions being sent to the wrong destination.
• Improved access reliability for agent availability: Stronger access handling helps make agent-availability information more dependable across supported service environments.
• Support for scalable conversations using conversation profiles: Conversation profiles can be used with scalable conversation handling, enabling more flexible routing and management as interaction volumes grow.
• Assignment service maintainability improvements: Internal simplification strengthens long-term stability and performance without changing existing routing behavior or configuration.
• Configurable end-to-end service paths: New configuration capabilities support more consistent end-to-end service flows and improve routing automation.
• Improved accuracy of system-generated conversation rejection reasons.
• Faster, more reliable live chat loading with controlled feature rollouts.
• Improved live chat performance and configuration consistency.
• Modernized live chat experience for improved reliability and stability.
• Improved live chat reliability for more consistent customer conversations.
• Added support for sending customer text messages through live chat integrations.
• Improved recovery from speech service connection issues for more reliable voice experiences.
• Strengthened speech service security and monitoring reliability.
• Improved proactive monitoring of speech recognition services across regions.
• Improved streaming speech recognition reliability and transcript consistency.
• Enhanced speech streaming monitoring for faster issue detection and resolution.
• Expanded speech recognition support to Latvian.
• Added wake-word support for more natural voice-activated interactions.
• Improved speech service alert accuracy and reliability.
• Enhanced speech recognition monitoring for more consistent voice interactions.
• Improved reliability of speech service alerts and operational notifications.
• Improved recovery from temporary speech recognition service interruptions.
• Improved alert accuracy to help identify speech service issues faster.
• Enhanced monitoring and recovery for speech recognition service outages.
• Improved speech recognition stability through better resource management.
• Enhanced streaming speech recognition monitoring and diagnostics.
• Improved configuration and reliability of streaming speech recognition.
• Improved speech recognition reliability for long and complex voice interactions.
• Improved compatibility and reliability across integrated speech experiences.
• Strengthened speech service security while preserving existing functionality.
• Improved security and reliability of speech service deployments.
• Validated disaster recovery to improve speech recognition service continuity.
• Improved detection of speech service errors for faster troubleshooting.
• Improved reliability of dynamic vocabulary recognition.
• Improved operational automation and faster speech service issue resolution.
• Improved dynamic vocabulary preparation for faster, more reliable recognition.
• Improved reliability of dynamic vocabulary updates for speech recognition.
• Added groundwork for future speech recognition capabilities.
• Improved speech recognition diagnostics and troubleshooting.
• Improved handling of speech recognition resources for faster, predictable experiences.
• Reduced repeated speech resource retrieval for lower latency and improved reliability.
• Improved reliability of wake-word and custom vocabulary recognition.
• Improved handling of large speech requests for more reliable multilingual transcription.
• Added real-time speech-start detection for more responsive voice interactions.
• Strengthened speech service security and compliance.
• Corrected speech result timestamps for more accurate transcripts and analytics.
• Improved regional speech recognition configuration during service onboarding.
• Enhanced speech service monitoring for faster detection of recognition issues.
• Strengthened speech service governance, compliance, and remediation tracking.
• Improved speech service reliability through expanded validation coverage.
• Improved release safeguards to reduce disruption to active speech traffic.
• Improved reliability of organization-specific speech recognition configuration.
• Added operational guidance to improve speech service recovery and reliability.
• Simplified speech infrastructure to improve rollout and monitoring reliability.
• Strengthened privacy by removing phone numbers and sensitive identifiers from transcripts.
• Simplified speech infrastructure to reduce operational risk and improve streaming stability.
• Expanded speech recognition to Malay, Catalan, Bulgarian, and Norwegian Bokmål.
• Improved reliability and consistency of speech service monitoring updates.
• Improved speech monitoring accuracy by reducing false and missed alerts.
• Increased priority of critical speech connectivity incidents for faster response.
• Increased priority of speech routing failures for faster issue resolution.
• Strengthened security and reliability of speech recognition.
• Enhanced streaming speech monitoring for faster diagnostics and more stable voice experiences.
• Improved recovery from speech service connectivity interruptions.
• Strengthened speech processing security and compliance.
• Enhanced streaming speech observability for quicker troubleshooting.
• Improved organization-specific handling of spoken digit sequences.
• Added release quality safeguards for more reliable speech service updates.
• Automated remediation workflows for faster, more consistent issue resolution.
• Strengthened security and compliance for regulated speech service environments.

Repaired Functionality

• Improved speech recognition reliability and consistency across supported regions.
• Strengthened security and compliance for speech recognition services.
• Improved error reporting for faster diagnosis and recovery from speech recognition issues.
• Improved transcription accuracy and reliability with organization-specific terminology.
• Improved reliability of multilingual speech recognition validation.
• Strengthened security and reliability of speech-powered customer interactions.
• Improved release validation reliability without affecting speech recognition quality.
• Added automatic recovery from speech service connection failures to reduce interrupted interactions.
• Strengthened speech service security by addressing identified vulnerabilities.
• Improved speech recognition reliability through updated service dependencies.
• Improved recovery from unsuccessful speech service updates.
• Improved multilingual speech monitoring while reducing false alerts.

Supervisor

New/Enhanced Functionality

• More accurate assignment activity reporting: Assignment reports provide clearer visibility into expanded assignment activity, helping supervisors monitor representatives and make more informed routing and staffing decisions.
• Better visibility into queue wait times: Enhanced timer monitoring provides clearer insight into how long conversations wait in queues, helping supervisors identify routing issues sooner.
• Clearer conversation performance indicators: Improved performance tracking provides better visibility into conversation-to-queue performance and supports more informed operational decisions.
• More reliable real-time compliance coaching: Stability improvements reduce disruptions and provide supervisors with a more dependable real-time coaching experience.
• Improved consult visibility for coaching: Consult interactions are represented more accurately in supervised coaching workflows, giving supervisors clearer visibility into customer interactions.
• More accurate consult lifecycle tracking: Consult interactions are updated and closed more consistently, improving end-to-end visibility and reliability in supervised coaching workflows.
• More reliable operational dashboards: Dashboard fixes improve access to real-time contact center information, helping supervisors monitor operations without dashboard errors.
• More consistent built-in coaching guardrails: Enhanced guardrails improve the reliability and consistency of supervised coaching experiences across supported channels.
• Prevented duplicate monitoring sessions, improving conversation tracking and monitoring reliability.
• Added visibility into voice activity detection for noisy calls, supporting better monitoring of speech quality.

Repaired Functionality

• Improved access to pinned contacts in the embedded contact center experience.
• Improved reliability of real-time analytics dashboards to ensure operational insights remain accessible.
• Improved routing and overflow monitoring: More precise overflow and channel information makes it easier to identify and troubleshoot conversation-routing issues.

Contact Center Representative (CCR)

New/Enhanced Functionality

• Real-time compliance coaching during customer conversations: Representatives receive real-time guidance during live interactions, helping them deliver more consistent service while following applicable compliance guidance.
• More reliable LiveChat routing: Live chat conversations are placed into the appropriate queues more consistently, helping representatives receive the right customer conversations with fewer routing disruptions.
• More consistent waiting-state handling: Improved conversation-state reliability helps ensure queued live chat interactions are handled consistently before broader service use.
• Clearer browser-refresh rejection information: Conversations automatically rejected because of a browser refresh are identified with a specific reason, making these events easier to diagnose and understand.
• Improved conversation handling during transfers to prevent sessions from remaining incorrectly active.
• Improved usability with a clearly accessible action button.
• Improved keyboard focus visibility for more accessible conversation workflows.
• Added screen reader confirmation when suggested responses are copied.
• Added screen reader notifications when new suggested responses are available.
• Added helpful tooltips for response and feedback controls.
• Enabled organization-wide custom terminology to improve transcription accuracy during customer interactions.
• Improved transcription accuracy using automatically resolved organization-specific terminology.
• Improved organization-specific terminology recognition across supported environments.
• Improved recognition of organization-specific terminology in whole-call transcription.
• Improved text normalization for clearer and more accurate customer transcripts.
• Improved transcript display accuracy across supported languages.
• Improved custom vocabulary handling to prevent fallback to generic speech recognition.
• Reduced incorrect transcription of wake phrases for more accurate customer conversations.
• Improved consistency of existing voice interaction experiences.
• Modernized the customer chat experience for more reliable digital conversations.
• Added short-term memory for more natural, context-aware voice conversations.

Repaired Functionality

• Improved outbound calling by consistently providing the correct busy indication when a customer’s number is busy.

Customer Assist Agent

• Improved privacy protection by validating sensitive-data redaction across transcripts and recordings.
• Improved reliability of conversation processing during service disruptions.
• Automatically redacted sensitive information during offline conversation processing.
• Expanded support for Teams Phone call handling.
• Improved reliability of transcript storage and sensitive-data redaction.
• Enhanced sensitive-text detection and redaction for stronger privacy protection.
• Added deployment safeguards to improve service reliability and continuity.
• Strengthened sensitive-data redaction across customer conversations.
• Improved redaction validation to prevent incomplete removal of sensitive recording content.
• Improved reliability of transcript processing and sensitive-content handling.
• Automatically initiates redaction when conversation transcripts are finalized.
• Standardized sensitive-information redaction across transcripts and recordings.
• Improved conversation processing stability and service reliability.
• Improved reliability of conversation processing and recovery.
• Strengthened protection of sensitive information in stored conversation data.
• Improved privacy protection for customer voice recordings and transcripts.
• Improved call initialization reliability and service continuity.
• Strengthened authentication security for contact center services.
• Improved reliability of sensitive-data redaction across recordings and transcripts.
• Strengthened authentication for Teams Phone media connections.

Quality Assurance Agent (QAA)

• Retrospective routing analysis: New retrospective analysis provides deeper insight into previous routing decisions, helping identify opportunities to optimize queue configuration and service performance.
• Enhanced post-conversation analysis: Retrospective analysis capabilities provide additional insight into completed routing decisions, supporting optimization of queue routing and customer handling.
• Calendar-aware analysis experience: Calendar prompt enhancements improve the experience for analysis scenarios that use calendar-related context.
• Improved automated quality evaluation before deployment: Automated evaluations validate language-based configuration outputs before deployment, helping improve conversation-routing accuracy and reliability.
• Improved quality evaluation language accuracy so results appear in the intended language.
• Strengthened security protection for quality coaching information.
• Improved synthetic speech validation to help maintain consistent recognition quality across environments.
• Improved multilingual speech validation to reduce recognition failures and support accurate transcripts.
• Improved automated validation of touch-tone input behaviors for reliable voice interactions.