In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline contact center operations. 

What is intent-based routing? 

Intent-based routing (IBR) is a generative AI-powered capability that routes customer queries based on real-time intent recognition and dynamic user group assignment.  It is enabled by the Customer Intent Agent, which autonomously discovers and manages customer intents by analyzing past interactions and builds an evolving intent library.  

Customer Intent Agent discovers and manages intents, while IBR uses those intents to route conversations, connecting customer needs to the right support resources with speed and precision. 

Once an intent and its group are identified, IBR routes the conversation to the appropriate user group based on the mapped intent group. Next, IBR assigns it to the best-suited support representative within the group, based on their capacity, presence, and other routing attributes. This enables faster, more accurate resolutions. By turning intent from a passive insight into an active, intelligent routing decision, IBR becomes the operational backbone of an intent-driven contact center. Subsequently, this results in better assisted and self-service experiences. 

Below is a simplified flow of IBR: 

Example of intent-based routing 

Let’s explore how Contoso Bank, a leading global financial institution, is leveraging IBR to transform its customer support operations. With services spanning 60 countries, Contoso Bank operates a massive contact center handling inquiries across various business lines and regions. 

To maximize the benefits of IBR, Contoso Bank implemented the feature for its retail banking line of business (LOB).  

• Using intent discovery to generate intents such as “Open a new savings bank account” and “Report lost debit or credit card” and grouping them into manageable clusters like “Account Management” and “Card Services,” the bank has optimized its routing process.  

• Using intuitive mappings of intent groups to user groups, Contoso ensures that queries pertaining to a certain intent group such as “Account Management” go to the correct user group, e.g., “Account Management America”, who are adept at handling the account related issues.  

• Within these user groups, the assignment engine allocates the work to representatives with the right expertise, significantly enhancing customer satisfaction while streamlining operations. 

Below is a sample of AI-generated intents, intent groups for Contoso’s Retail banking LOB, and the mapped user groups for each intent group:  

Benefits of intent-based routing 

As we can see from Contoso’s example, implementing intent-based routing in your contact center can offer numerous benefits: 

Enhanced precision and personalization 

The Customer Intent Agent continuously learns from historical data and emerging trends to identify and categorize intents. Hence, this ensures that customer queries go to the support representatives with the right expertise to handle them efficiently. The result? Fewer misroutes, faster resolutions, and happier customers. 

Dynamic intent discovery 

By analyzing conversations daily, the system dynamically generates new intents and organizes them into manageable intent groups. Therefore, this evolving library helps teams stay aligned with changing customer behavior and simplifies management. 

Streamlined routing configuration 

There’s no need for complex machine learning models or training data sets. IBR also reduces reliance on complex rule-based systems. Instead, admins simply map AI-generated intent groups to user groups—making configuration intuitive and maintenance light. 

Smarter workforce management and load handling 

User groups in IBR help organize support representatives by expertise, tasks, and business lines—streamlining scheduling, training, and performance tracking. This structure ensures the correct matching of customer intents with the right agents. Additionally, it enables supervisors to dynamically reassign or scale user groups in response to demand. As a result, contact centers experience better workload distribution, faster response times, and improved service quality. 

Scalable and adaptable 

You can configure IBR gradually, starting with specific workstreams. For this reason, its flexible design allows organizations to scale usage without disrupting existing operations. 

Flexible and future-ready 

Unlike static rule-based systems, IBR uses generative AI to continuously adapt to evolving customer and business needs. Consequently, this ensures that routing logic stays aligned with organizational changes—without requiring extensive reconfiguration. Its adaptability helps contact centers respond quickly to shifting priorities, while keeping operations agile and competitive. 

Learn more 

Now available in preview for chat and case channels, IBR is easy to adopt and scale whether you’re starting small or planning a broader rollout.  

Ready to transform your contact center? Explore the implementation guide for step-by-step setup instructions. 

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We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users.

Change management can be challenging—especially when it involves tools you use every day. This update aims to simplify the experience by consolidating two editors into one, eliminating inconsistencies, and delivering a more streamlined and feature-rich email template editing experience.

What’s new?

• Unified editing experience: All templates will now be created and managed using a single, modern rich text email template editor, eliminating the need to switch between different editors.
• HTML support for customization: The new editor supports HTML editing, giving you the flexibility to design custom layouts, apply consistent branding, and style content exactly the way you need.
• Improved reliability: This unified modern rich text editor removes formatting issues. Additionally, it provides smoother previews and a more reliable experience at both creation and runtime.

What’s going away?

We are phasing out the drag-and-drop layout editor from the legacy tool. Existing templates will remain valid, but admins must review them after the change goes live to ensure the formatting displays correctly in the new rich text editor.

Will my existing email templates still work?

While there’s no change to how emails render when sent, you may need to adjust some formatting at the reviewing and editing stages.

What’s different about the new editor?

The new rich text editor offers a more modern and consistent experience. It now supports HTML editing, which means you can still use custom layouts and styles—just with better reliability.

Can I still use drag-and-drop to design my emails?

We are phasing out the drag-and-drop layout feature from the legacy rich text editor.

Do I need to recreate my templates in the new editor?

No. You can continue using your existing templates. When you open them for editing, they’ll now open in the modern editor automatically.

What changes should I make to existing email templates?

We strongly suggest incorporating these changes to email templates to prevent errors in formatting:

• Validate that appropriate width units have been added to the HTML format to help email templates render well at runtime
• Avoid nested table structures, which can lead to formatting errors.

What if I need help adjusting to the new editor?

We’ve updated our documentation and support resources to guide you through the transition. You can also reach out to your support contact for personalized help.

Learn more

To learn more, read the documentation: How to create an email template in model-driven apps – Power Apps | Microsoft Learn

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Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications. These MCP servers will help remove the tedious work of connecting systems together to build agents and accelerate the ability for our customers and partners to build AI-powered agents to drive business processes quicker, accelerating their journey to the Frontier Firm in the era of the autonomous enterprise.

To provide some context, generative AI is fundamentally reshaping the way organizations work, introducing a new way of interacting with technology—using natural language to simplify and accelerate tasks. This innovation is driving unprecedented productivity gains, streamlining complex processes that once required manual effort and specialized tools. As this technology matures, we’re entering the next phase: the autonomous enterprise, where organizations and people use technology, particularly AI and automation, to operate and adapt in an age of rapid transformation and innovation. Where there once was “an app for that,” there will now be “an agent for that”.

This transformation isn’t just about automation—it’s about people. By putting intelligent agents in the hands of every employee, organizations are empowering individuals to focus on higher-value work, make decisions faster, and drive innovation. Sales teams can deepen customer relationships without being bogged down by administrative tasks. Finance professionals can move from manual reconciliation to strategic forecasting. Marketers can go from idea to execution, and product managers can orchestrate complex workflows with clarity and speed.

The autonomous enterprise is the future of business. Business applications will work with agents built by Microsoft and our partners. In this new era, organizations aren’t just streamlining operations, they’re amplifying human potential and accelerating their journey to the autonomous enterprise.

This is why we’re so excited about the Dynamics 365 ERP and CRM MCP servers. These servers help eliminate data and application silos, allowing agents to work seamlessly across processes and help enable new autonomous scenarios for improved business functionality and productivity.

Dynamics 365: Agent-ready business applications

Agentic AI is an AI system that can take actions generated by the system, with very limited or even no direct human intervention. Autonomous actions built into agents operating across various business processes, industries, and segments, can make businesses more efficient and responsive. Designed not just to support tasks, but to operate autonomously, AI agents can intelligently orchestrate workflows and make context-aware selections. But how do you create a context-aware agent when data, information, and processes are ever-changing?

MCP standardizes how applications provide context to language models, helping enable seamless integration with different data sources and tools. This open standard connects AI assistants and agents to various systems where data resides, such as content repositories, business tools, and development environments. An MCP-compliant agent uses rich contextual information to act efficiently, unlike a non-MCP-compliant agent, which lacks necessary context.

Using the MCP server, makers can easily connect agents to existing knowledge sources and APIs, helping enable them to interface directly with Dynamics 365 applications. Actions and knowledge synchronize automatically, facilitating real-time updates and the evolution of functionality. This model significantly simplifies agent development and minimizes ongoing maintenance efforts.

Central to this innovation is Microsoft Copilot Studio, which provides a standardized protocol for agents to seamlessly interact with Dynamics 365 applications, helping to ensure consistency, reliability, and scalability. Security and governance are also prioritized from the start as Dynamics 365 MCP servers require authentication and enforce authorization. Agents that access Dynamics 365 through the MCP server must authenticate as a valid Dynamics 365 user, helping to ensure the benefits of Entra ID identity protection. This also prevents escalation of privileges, meaning the agent will only be able to perform the MCP actions that they’re authorized to do. The MCP servers are also made available to Microsoft Copilot Studio using connector infrastructure. This means they can employ enterprise security and governance controls such as data loss prevention controls and multiple authentication methods. 

For partners and customers, MCP standardization dramatically reduces complexity, accelerates development, and increases time to value.

MCP-compliant agentic AI

At Microsoft, we bring a deep understanding of critical business processes for small and medium business (SMB) as well as large enterprise organizations through our market-leading Dynamics 365 ERP and CRM business solutions—combined with our industry-specific expertise delivered through our Microsoft Cloud for Industry solutions. This combination of experience and expertise uniquely positions us to deliver on the needs of customers across size, business process, industry, or region.

Our newly introduced set of MCP servers help enable multiple scenarios across business processes. Below are a few examples of what’s possible with Dynamics 365, Microsoft Cloud for Industry, and our broad ecosystem of partners.

Sales and service

Custom agents and AI assistants can now be connected to Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, and Microsoft Dynamics 365 Business Central applications through MCP servers. Agents can retrieve and update CRM data, create quotes, and complete orders. They can also get order/case summaries and email drafts. These MCP servers open endless possibilities in automating tedious jobs in sales and service functions, irrespective of company size or industry.

For example, telesales representatives can use intelligent assistants, such as Claude, connected to Dynamics 365 MCP servers to prioritize leads, qualify them, generate quotes, and send personalized emails—without needing to switch contexts or rely on complex integrations. And when customers encounter an order issue, service representatives can resolve it quickly by using Dynamics 365 Customer Service data to retrieve/update case information and create replacement orders in real time.

Supply chain and finance

The AI procurement agent illustrated below efficiently validates purchase requisitions against company policies, existing inventory, and delivery records to identify a suitable supplier that meets the criteria for cost, speed, sustainability, and reliability. It further consolidates multiple items from the same supplier into one purchase order and sends it for purchase. The agent can significantly enhance efficiency in procurement processes, where timely and budget-conscious supply delivery is critical.

Business Central

For small and medium size businesses, for example, looking to optimize sourcing information and vendor compliance, the custom agent demonstrated here can quickly identify shipments containing materials that require compliance checks. The agent provides guidance on recycling requirements and updated sourcing standards, reads supplier contracts, and suggests next steps like confirming vendor certifications and updating shipment checklists. A solution like this could streamline the compliance process, which can help customers gain a competitive advantage.

Partners using the Dynamics 365 MCP server

Our partners play a crucial role in driving innovation and delivering value to customers. We’re dedicated to making Dynamics 365 MCP servers accessible, helping enable our customers and partners to develop diverse agent scenarios across industries and business processes, regardless of their business application vendor.

With MCP server becoming the standard of the future for agents, partners can use it to more quickly and efficiently orchestrate headless business services in ERP and external systems. It turns simple intent into action, automating procurement for faster, efficient, and resilient supply chain operations. Our ecosystem of partners has started using MCP server for Dynamics 365 to create a host of industry-specific agents.

• Avanade, an early adopter of Microsoft 365 Copilot for Sales and a leading Microsoft partner, is excited to use MCP servers for Dynamics 365 to enrich their AI-powered request for proposal (RFP) Insights agent. This agent helps sellers summarize, evaluate, and respond to RFPs using historical Dynamics 365 data, further streamlining proposal generation. While initially for internal use, Avanade is exploring deployment for clients in engineering, construction, and professional services.
• Emission AI agent by Fellowmind will use AI and MCP servers for Dynamics 365 to automatically classify and organize purchase transactions to prepare it for greenhouse gas (GHG) emission accounting purposes by categorizing spend-types (such as office supplies, raw materials, and travel expenses) through data extraction, classification, algorithms, taxonomy mapping, and real-time feedback and learning. The agent provides support to procurement and environmental, social, and governance (ESG) professionals, helping them streamline their processes and achieve more accurate results.
• HSO’s PayFlow Agent improves invoice payment efficiency in accounts payable. Streamlining timely payments and reducing inquiries that require manual intervention leads to faster resolutions and enhanced supplier relationships. Using MCP server for Dynamics ERP MCP, PayFlow processes seller payment inquiries, identifies invoice statuses, matches them against buyer receipts, and retrieves tracking information to notify responsible parties to either remit payment promptly or set an expectation of when payment can be received.  
• JourneyTeam is enriching its Strategic Account Manager agent that accesses MCP servers for Dynamics 365 to optimize lead engagement. The agent summarizes historical services and projects, compares lead summaries and interests, compiles recommendations, then, after manual reviews, will initiate next steps by utilizing MCP servers, Microsoft Azure AI Search, and Document Intelligence. 
• MCA Connect is building a smart sourcing agent that accesses MCP servers for Dynamics 365 to automate requisition processing, supplier assignment, and workflow submission. The MCP servers give the agent access to actions like getting open requisitions, approving vendors, and assigning suppliers based on supplier performance metrics without the need to create new APIs and integrate with Dynamics 365.
• Publicis Sapient Hummingbird is building an agent to improve lead management using MCP servers for Dynamics 365 to access data that will streamline the process of managing business-to-business leads. This agent automates lead qualification, scoring, and personalized engagement, accelerating hot leads to quotes faster and nurturing warm leads through a series of targeted emails. This innovative approach enhances efficiency, improves customer experience, and drives higher conversion rates and revenue growth.                               
• RSM is building intelligent, secure, and context-aware agents that accelerate workflows, improve decisions, and expand capabilities by embedding them directly into real-world business processes. These agents, developed using Microsoft Copilot Studio, will access MCP servers for Dynamics 365 to support humanitarian logistics by coordinating critical supply chains, helping to ensure timely delivery of life-saving equipment, and automating procurement tasks. 
• TTEC Digital is building a post-service upselling agent that accesses MCP servers for Dynamics 365 to prospect for warranty plans after a purchase, turning each sale into an upsell opportunity. The agent will help drive personalized sales and service conversations at scale by using the knowledge, tools, and actions from the MCP server. 

As we look ahead, the convergence of intelligent agents, standardized platforms, and deep domain expertise will define the next frontier of business transformation. The ability to harness autonomous capabilities will define tomorrow’s market leaders. Businesses that act now will gain a decisive competitive edge and chart a course toward sustained success. The autonomous enterprise is no longer a vision of the future—it’s here, built with Microsoft and its partner ecosystem.

Join us at Microsoft Build 2025 to explore how MCP servers are transforming Dynamics 365 and the broader Microsoft Cloud–MCP server focused sessions at Microsoft Build 2025. 

Let’s shape what’s next, together.

The post The autonomous enterprise: How generative AI is reshaping business applications appeared first on Microsoft Dynamics 365 Blog.

In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. Now, supervisors using Dynamics 365 Contact Center and Dynamics 365 Customer Service can easily monitor these waiting conversations  

With this enhancement, supervisors can now monitor these waiting state conversations directly from the Omnichannel real-time analytics dashboard in the Copilot Service workspace. This capability gives supervisors full visibility into waiting conversations. They can review conversation transcripts and take appropriate action, such as transferring the chat to another available service representative, without needing to interrupt the flow of the conversation. 

Improving insights for supervisors

Take the example of Contoso Health, a leading insurance provider. Lorenzo is a contact center supervisor at Contoso Health, responsible for ensuring smooth operations across their customer service team. Sara, a customer service representative, is chatting with a customer about an insurance claim. She asks the customer to upload documents and places the conversation in waiting as the customer requires some time to gather the required files. Post that, Sara waited for an hour for the customer to respond and ended her shift for the day.  

Previously, Lorenzo would have no visibility into this conversation unless Sara reopened it or he transferred it to himself. But with this new capability, Lorenzo can simply head to the Omnichannel real-time analytics dashboard in the Copilot Service workspace, click Monitor for that conversation, and view full details. He can see the chat transcript, current status, and time elapsed.

This helps Lorenzo quickly assess if the conversation is progressing well, or if the customer might need additional help. If Sara is on vacation or unavailable for an extended period, Lorenzo can transfer the conversation directly to another available service representative — ensuring the customer doesn’t have to wait until Sara returns. 

Monitoring waiting state conversations helps businesses ensure higher service quality, better monitoring of service representative responses, faster customer response times, and more efficient supervisor workflows in async channels.  

Learn more about monitoring waiting state conversations

To learn more, read the documentation: View and understand the Ongoing conversation report in Omnichannel real-time analytics | Microsoft Learn

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Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift response to customers, organizations can use the presence-based assignment functionality to select and deploy the best available service representative for the work. This blog talks about a few scenarios wherein we can make use of presence-based assignments. 

Service representative presence

The availability indicator, or presence, represents different stages of service representative availability: 

1. Available: Not engaged in any customer conversations. 

2. Busy: Managing a few customer conversations but still has capacity for more. 

3. Do Not Disturb: Fully occupied with customer conversations and cannot take any more. 

4. Offline: Service representative is disconnected or logged out from the customer service platform. 

5. Away: Indicates the service representative is on a break but still connected to the customer service. 

Dynamics 365 Customer Service updates the service representative’s presence in real time based on their capacity utilization and connection status. Additionally, service representatives can also set their presence manually to accurately reflect their availability. 

Presence based service representative assignment

Organizations can use these presence statuses to choose the appropriate service representative for a customer query. Depending on their business use cases, they can configure the routing system to select service representatives who are either fully available, those with some capacity, or simply those who are online (excluding service representatives with away or offline statuses).

Option 1: By utilizing the Allowed presences setting in the workstream, they can configure which presence statuses qualify service representatives for work assignment.

Option 2: Organizations can also write custom assignment rules and set assignment conditions based on the service representative’s presence. Conditions can be static, such as “Service representative presence should be available or busy.” They can also be dynamic, like “Service representative presence should match one of the allowed presences defined in the workstream.”

Note: The default assignment methods such as Highest Capacity, Advanced Round Robin, and Least Active Routing (for voice queues) automatically select service representatives whose presence aligns with the allowed presences list.

Example of presence-based assignment

Sara is a director of customer service at Contoso Health, managing a large support organization that serves more than 20 product lines and includes over 5000 service representatives globally.

Scenario: Sara wants to assign ‘Emergency’ chats to service representatives who are completely available to ensure quicker resolution.

Configuration: ‘Allowed presences’ setting in the Copilot Service admin center to specify that only service representatives with the ‘Available’ presence status can be assigned the chats from the ‘Emergency’ workstream.

Scenario: For the email queues, Sara prefers to select service representatives who are online. If none are available, the system should then consider other service representatives in the queue.

Configuration: Sarah sets up a custom assignment ruleset for the email queue. In the first rule, she specifies that only service representatives with a presence status of ‘Available’ or ‘Busy’ should be considered. In the second rule, she broadens the criteria to allow assignment to any service representative in the queue, regardless of their presence.

Additional use cases: Sara can easily detect unavailable representatives whose presence status automatically switches to Do Not Disturb (DND) when their capacity is fully utilized. Additionally, she can also configure the system to update representative’s availability based on their response to assignment notifications and prevent work from being assigned to the ones who miss or reject these notifications. Refer to Missed or Reject notification features for more details.

In a world of high-volume customer service requests, organizations can use presence-based assignment to match incoming work with the most suitable service representatives, while steering clear of unavailable or offline ones. Leveraging this capability also enhances the service representative productivity by offering them greater control over their availability and workload management.

Learn more  

For more information about unified routing, automated assignment, and service representative presence in Dynamics 365 Customer Service, read the documentation:  

• Overview of unified routing | Microsoft Learn 
• Assignment methods for queues | Microsoft Learn
• Manage presence in Dynamics Customer Service | Microsoft Learn

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Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and manage service rep activities effectively, leading to improved performance and customer satisfaction. 

This powerful Contact Center feature allows supervisors to track the adherence of service representatives to their scheduled shifts. It provides real-time visibility into whether representatives are adhering to their assigned schedules, including breaks, training, and other activities. 

Key features of the Adherence Tracker 

• Real-time monitoring: Real-time adherence monitoring involves continuously tracking service representatives’ activities against their scheduled bookings for the current day. This enables supervisors to quickly identify and address deviations, ensuring optimal productivity and compliance with schedules. 

• Metrics: Track adherence percentage, total scheduled time, time in current state, and time out of adherence. 
• Adherence Tracker: Use a visual Gantt chart to show reps’ activities on a timeline with near real-time data for immediate oversight. 
• Integration with Schedule Calendar: The Adherence Tracker seamlessly integrates with the service rep Schedule Calendar. It provides a comprehensive view of adherence alongside scheduled activities. 

Benefits of using the Adherence Tracker 

• Improved performance: By monitoring adherence in real time, organizations can ensure that service representatives are consistently available during their shifts. Consequently, contact centers see improved performance and customer satisfaction. 

• Enhanced accountability: The tool promotes accountability among service representatives by providing visibility into their adherence to schedules. 

• Data-driven insights: Detailed reporting and analytics help organizations identify patterns and areas for improvement, enabling data-driven decision-making. 

• Operational efficiency: Actively tracking adherence and taking timely corrective actions help prevent adherence issues from impacting service operations. As a result, contact centers experience smooth and efficient workflows. 

The Adherence Tracker in Dynamics 365 Contact Center is an essential tool for organizations looking to boost their team’s performance and maintain high standards of customer service. By providing real-time monitoring, this feature empowers supervisors to manage service reps effectively and drive continuous improvement. 

Learn more 

To learn more, read the documentation: Use the real-time adherence tracker | Microsoft Learn 

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Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for shift swapping and shift bidding, empowering service representatives with greater control over their schedules while helping managers easily manage staffing. 

Shift swapping 

Shift swapping enables service representatives to exchange shifts with their colleagues, providing additional flexibility in managing their schedules. This feature helps representatives accommodate unexpected changes in their availability while ensuring that service operations remain uninterrupted. 

Shift swapping can be private, where a representative trades directly with another colleague, or public, where a representative posts the shift to the entire team and anyone interested can offer the trade. 

How shift swapping works

1. Shift exchange request: A service representative initiates a shift swap request with a colleague (private) or posts the shift to the team (public). 

2. Approval workflow: The colleague reviews the request and approves or declines the swap (private) or team members offer the trade (public). 

3. Supervisor approval: Supervisors review the swap request to ensure it aligns with operational requirements and approve or decline the swap. 

4. Schedule update: Approved swaps are automatically updated in the service representative’s schedule calendar. 

Shift bidding 

Shift bidding allows service representatives to bid for preferred shifts based on their availability and preferences. This feature promotes flexibility and employee satisfaction by letting them choose shifts that best align with their personal needs. The bidding process is transparent and fair, ensuring that all representatives have an equal chance to secure their desired shifts. 

How shift bidding works

1. Shift availability: Supervisors create and publish available shift plans for bidding. 

2. Bidding process: Service representatives submit their bids for preferred shifts within the specified timeframe. 

3. Approval: Supervisors review the bids and approve shifts based on the business conditions. 

4. Schedule update: Approved shifts are automatically updated in the service representative’s schedule calendar. 

Benefits of shift bidding and swapping 

• Enhanced flexibility: Shift bidding and swapping provide service representatives with greater control over their schedules. This results in better work-life balance and job satisfaction. 

• Improved productivity: By allowing representatives to choose and exchange shifts based on their availability, organizations can ensure that their workforce is motivated and productive. 

• Operational efficiency: The transparent and streamlined processes for shift bidding and swapping help supervisors manage schedules effectively. Consequently, they can ensure adequate coverage for the shifts. 

With shift bidding and swapping in Dynamics 365 Contact Center, organizations can effectively balance operational efficiency with employee needs. These capabilities not only promote workforce agility and satisfaction but also support consistent service excellence, creating a dynamic and responsive work environment. 

Learn more 

To learn more about agent shift bidding and swapping in Dynamics 365 Contact Center, read the documentation:  

• Use shift bidding to select shifts | Microsoft Learn 

• Use shift swapping | Microsoft Learn 

The post Empower your Contact Center workforce with shift bidding and swapping appeared first on Microsoft Dynamics 365 Blog.

Managing time-off requests efficiently is crucial for maintaining a balanced and productive work environment. Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This streamlined process offers representatives clear visibility into their leave status, helping managers balance workforce coverage while accommodating employee preferences. 

Configure time-off types 

Using the time-off request management features in Dynamics 365 Contact Center, organizations can now configure various leave types required for their business, such as Paid Time Off (PTO), Unpaid Leave, Sick Leave, Personal Leave, etc. Organizations can name and categorize these time-off types, providing flexibility in how time away from work is tracked and reported. This ensures consistency in scheduling and helps supervisors manage coverage effectively. 

Submit leave requests with ease 

Service representatives can quickly initiate leave requests directly within their schedule calendar view. Also, they can specify leave types, durations, and additional relevant details. This straightforward time-off submission process reduces administrative burden, allowing representatives to concentrate on their core responsibilities. 

Transparent approval workflow 

The features also include a clear and efficient approval workflow. Managers receive immediate notifications of pending requests. Then, they can review, approve, or decline these requests directly from within Dynamics 365 Contact Center. This transparent process enables managers to swiftly assess staffing implications, maintain optimal workforce coverage, and promptly communicate decisions. 

Real-time status updates and notifications 

Service representatives receive instant communications via email or notifications within the Dynamics 365 app regarding the status of their leave requests—whether approved, pending, or declined. This real-time clarity allows representatives to effectively plan their schedules, manage expectations, and remain informed about their upcoming absences. 

Calendar visibility 

The integrated schedule calendar shows approved time-off requests automatically. This provides both employees and managers with a comprehensive overview of scheduled absences. This integration facilitates proactive planning, helps teams smoothly manage workload adjustments, and ensures consistent service delivery. 

Benefits of time-off request management 

• Improved work-life balance: By providing a straightforward process for requesting time off, Dynamics 365 Contact Center helps service representatives maintain a healthy work-life balance. 

• Enhanced productivity: Efficient management of time off requests ensures that representatives are well-rested and motivated, leading to improved productivity and performance. 

• Operational efficiency: The approval workflow and calendar integration help supervisors manage team schedules effectively, ensuring that service operations run smoothly even during periods of high demand. 

Time-off request management in Dynamics 365 Contact Center provides service representatives with simplified processes, clear approval workflows, and comprehensive calendar visibility. Managers benefit from tools that ensure balanced coverage, maintain operational efficiency, and boost employee engagement. This holistic approach to time-off management significantly contributes to a productive and harmonious workplace. 

Learn more 

To learn more about time-off requests in Dynamics 365 Contact Center, read the documentation: View and take action on time-off requests | Microsoft Learn 

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