Dynamics 365 Contact Center – Enable AI-assisted time-off and swap requests

MC1317126 · published May 20, 2026 · 0 comments

We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach public preview on May 30, 2026. How does this affect me? This feature enables an AI-assisted solution that provides automation for workforce schedules and approvals, and governance across time-off requests, shift bidding, and shift swapping. Supervisor oversight is supported throughout, along with configurable approval rules, and agent-driven decisions with trans...