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MC1317126 | Dynamics 365 Contact Center C Enable AI-assisted time-off and swap requests



MC1317126 | Dynamics 365 Contact Center C Enable AI-assisted time-off and swap requests

Classification stayInformed
Last Updated 05/20/2026 21:05:25
Start Time 05/20/2026 21:03:50
End Time 06/20/2026 21:03:50
Message Content We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach public preview on May 30, 2026.

How does this affect me?

This feature enables an AI-assisted solution that provides automation for workforce schedules and approvals, and 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.

Machine Translation Dynamics 365 Contact CenterでAI支援による休暇および交Q申を有郡摔工C能をk表します。この特集は2026年5月30日に一般公_されます。

これが私にどう影するのでしょうか?
このC能はAI支援ソリュ`ションを可能にし、P力のシフトや承J、休暇申、シフト入札、シフトスワッピングのガバナンスを自踊筏蓼埂%供`パ`バイザ`のO督が全般的にサポ`トされ、カスタマイズ可能な承Jル`ルや、透明な理由に基づくエ`ジェント主Г我馑Q定が行われ、I栅尉@A性と公平性を_保しています。このC能の主なC能は以下の通りです:

  • 休暇申: 利用可能な休暇残高、最大BA休止日数、S可された休暇期g、シフトのカバレッジ(人T^蓼郡喜蛔悚胃詈)、先着のル`ル、勤A年数や在期gなど、O定可能な制sに基づいてu丹欷蓼埂
  • シフトビディング: シフトの菽芰Α攻毪涫炀度のマッチング、入札や先着の理、入札期g、勤A年数、重}や固定スケジュ`ルなどのスケジュ`ルの合チェックなどの制sによって支配されます。
  • シフト切り替え: スワップ前後のカバレッジ影をu贰攻饱弗濠`ルの合を食訾贰攻铳氓驻芜m用欷淦陂gごとの限度~などのスワップm格ル`ルを制する制sを用いて试^されました。

どんなを取ればいいのでしょうか?
このメッセ`ジは意R向上のためのものであり、行婴媳匾辘蓼护蟆