MC1296206 — Dynamics 365 Contact Center – Track segment-level metrics across queues

We are announcing the ability to track segment-level metrics across queues in Dynamics 365 Contact Center. This feature will reach general availability on May 30, 2026. How does this affect me? With this feature, contact center supervisors can accurately measure performance for each queue entry within a single customer conversation, ensuring that each queue is accountable for its own performance. This capability directly impacts metric calculations, improving accuracy and providing the following...