Admin‑Configured Queue Transfer Eligibility in Omnichannel Agent Experience
Feature Overview
Enable Omnichannel administrators to configure which destination queues are available for transfer from a given source queue in the Omnichannel agent experience, independent of agent queue membership.
Agents may transfer conversations only to queues explicitly allo...
STATUS DETAILS
New
Exclusion of Bot‑Related Data from Dynamics 365 Contact Center Reporting
Feature Overview
Provide the ability to exclude Bot‑related data from Dynamics 365 Contact Center reporting, including historical analytics, embedded Power BI reports, and other reporting surfaces, so that reporting reflects human agent perform...
STATUS DETAILS
New
Configurable Time Unit Display
Configurable Time Unit Display for Time‑Based KPIs in Dynamics 365 Contact Center
1. Feature Overview
Provide Omnichannel Administrators with the ability to configure the unit of measure for time‑based KPIs (for example, handle time and wait ti...
STATUS DETAILS
New