MC1265701 — Dynamics 365 Contact Center - Use callback insights to optimize contact center operations

We are announcing the ability to use callback insights to optimize contact center operations in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026. How does this affect me? This feature provides analytics for voicemails and direct callback actions for conversations that go through overflows, providing supervisors with insights into these overflow actions via custom reporting. The improved data model for overflow action reporting supports metrics for the f...