MC1443081 – M365 Change Digest

One-line summary

Supervisors can now split conversation recordings by speaker in Dynamics 365 Contact Center, improving review by enabling direct navigation to customer or agent speech.

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Update: Release of this feature has been updated.

We are announcing the ability to split recordings by speaker in the closed conversation view in Dynamics 365 Contact Center. This feature will reach general availability on September 30, 2026.

How does this affect me?
This feature enables you to split recordings by speaker in the closed conversation view. This transforms the review process from a linear playback into a targeted, navigable experience. Supervisors can directly go to specific speakers sections, such as the customer or service representatives, without going through the entire audio.

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

If you would like more information on this feature, please visit Split recordings speaker-wise in closed conversation view.

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    "title": "Dynamics 365 Contact Center - Split recordings speaker-wise in closed conversation view (Preview)"
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