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

We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach general availability on October 1, 2026. How does this affect me? This feature enables an AI-assisted solution that provides automation for workforce schedules and approvals, 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 transparent reasoning to ensure operational continuity and fairness. Key capabilities of this feature include:

• Time-off requests: Evaluated against configurable constraints such as available leave balance, maximum consecutive days, allowed time‑off windows, shift coverage thresholds (over‑ or understaffed percentages), first‑come, first‑served rules, and seniority or tenure.
• Shift bidding: Governed by constraints including shift capacity, skill or proficiency matching, bid order or first‑come, first‑served logic, bidding windows, seniority, and schedule conflict checks such as overlaps or locked schedules.
• Shift swapping: Validated using constraints that assess coverage impact before and after the swap, detect schedule conflicts, and enforce swap eligibility rules such as allowed swap types and limits per period.

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