Dynamics 365 Contact Center: Segmentation of recordings and transcripts in Contact Center

Enterprise customers, particularly in regulated industries and large distributed contact center environments operating across multiple business units, geographies, vendors, and service providers, require strict controls to ensure users can access only the recordings and transcripts relevant to their operational scope while maintaining appropriate supervisory and compliance visibility.

This feature enables segmentation of interaction data by organizational boundaries such as Business Units, Teams, or Queues, allowing access to be restricted to authorized users, supporting least-privilege access, protection of sensitive information, organization-specific ownership models, vendor isolation, and regulatory compliance requirements