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 following overflow actions. Voicemails:

• Voicemail left during business hours vs. outside-of-business hours.
• Voicemail left for an individual or group.
• Filter empty voicemails and classify them as abandoned calls.

Direct callback and general overflow actions:

• List conversations with overflow action of any type that triggered direct callback.
• Identify the overflow condition that's triggered, before work items are queued, when work items are queued, or out of operation hours.
• Identify the time the overflow action was triggered.
• Identify whether the customer accepted the callback option and the time it was accepted.
• Identify when callback was initiated by the system.
• Identify if and when the callback notification was accepted by a service representative.

What action do I need to take? This message is for awareness, and no action is required.