Table of Contents
Summary
- Enhanced supervisor actions introduced in Dynamics 365 Contact Center.
- Supervisors can assign open cases or chats to available agents.
- Ability to transfer active cases or chats to other agents.
- Cases or chats can be reassigned to different queues.
- Supervisors can release cases back to the queue for reassignment.
Admin Impact: Low
User Impact: Medium
Release Start: 14 Nov 2025
Release End: 14 Nov 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
10/15/2025 Item Added to Message Center
Microsoft Message
We are announcing enhanced supervisor actions in Dynamics 365 Contact Center. This feature will reach general availability on November 14, 2025.
How does this affect me?
This feature enables contact center supervisors to manage operations by assigning and transferring cases or chats. Key functionality of this feature includes:
- Assign Open Case/Chat: Supervisors can assign open cases or chats to available agents.
- Transfer Active Case/Chat: Supervisors can transfer active cases or chats to another agent.
- Reassign Case/Chat to Another Queue: Supervisors can reassign cases or chats to different queues.
- Release Case to Queue: Supervisors can release cases back to the queue, making them available for reassignment.
What action do I need to take?
This message is for awareness, and no action is required.