{"id":11337,"date":"2025-05-01T03:01:02","date_gmt":"2025-04-30T18:01:02","guid":{"rendered":"https:\/\/m365jp.net\/?p=11337"},"modified":"2025-05-01T03:04:54","modified_gmt":"2025-04-30T18:04:54","slug":"mc1065632-dynamics-365-contact-center-use-time-out-rules-for-automated-actions-to-meet-slas","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-05-01-mc1065632-dynamics-365-contact-center-use-time-out-rules-for-automated-actions-to-meet-slas","title":{"rendered":"MC1065632 | Dynamics 365 Contact Center &#8211; Use time-out rules for automated actions to meet SLAs"},"content":{"rendered":"<div class=\"postie-post\">\n<div>\n<hr>\n<table id=\"section\">\n<tbody>\n<tr>\n<th width=\"95%\">MC1065632 | Dynamics 365 Contact Center &#8211; Use time-out rules for automated actions to meet SLAs<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<hr>\n<table id=\"data\">\n<tbody>\n<tr>\n<th>Classification<\/th>\n<td>stayInformed<\/td>\n<\/tr>\n<tr>\n<th>Last Updated<\/th>\n<td>04\/30\/2025 17:58:59<\/td>\n<\/tr>\n<tr>\n<th>Start Time<\/th>\n<td>04\/30\/2025 17:54:34<\/td>\n<\/tr>\n<tr>\n<th>End Time<\/th>\n<td>05\/30\/2025 17:54:34<\/td>\n<\/tr>\n<tr>\n<th>Message Content<\/th>\n<td>We are announcing the Use time-out rules for automated actions feature for Dynamics 365 Contact Center. This feature allows administrators to set up automatic actions on messaging conversations with time-based SLAs to improve CSAT and boost representatives&#8217;   productivity. This feature reached general availability on April 30, 2025.<\/p>\n<p>  <b>How does this affect me?<\/b><\/p>\n<p>  Administrators can configure the time-out rules for conversations that come through the asynchronous messaging channels.<\/p>\n<p>  In the Dynamics 365 Contact Center admin center, under <b>Productivity<\/b>, the <b>  Timeout rules<\/b> option can be used to enable the following actions based on business service-level agreements:  <\/p>\n<ul>  <\/p>\n<li>Send an automatic reply to a customer to engage them again if they&#8217;re unresponsive after a certain period.<\/li>\n<p>  <\/p>\n<li>Close conversations automatically after the configured idle time that&#8217;s indicated by no customer responses, so that representative&#8217;s capacity is released to help other customers waiting in the queue.<\/li>\n<p>  <\/p>\n<li>Send follow-up messages to customers to remind them to connect back to make progress on their support conversations.<\/li>\n<p>  <\/p>\n<li>Reduce average handling time for service representatives.<\/li>\n<p>  <\/ul>\n<p>  <b>What do I need to do to prepare?<\/b><\/p>\n<p>  This message is for awareness and no action is required.<\/td>\n<\/tr>\n<tr>\n<th>Machine Translation<\/th>\n<td>Dynamics 365 Contact Center \u306e \u81ea\u52d5\u30a2\u30af\u30b7\u30e7\u30f3\u306b\u30bf\u30a4\u30e0\u30a2\u30a6\u30c8 \u30eb\u30fc\u30eb\u3092\u4f7f\u7528\u3059\u308b\u6a5f\u80fd\u3092\u767a\u8868\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306b\u3088\u308a\u3001\u7ba1\u7406\u8005\u306f\u6642\u9593\u30d9\u30fc\u30b9\u306e SLA \u3092\u4f7f\u7528\u3057\u3066\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u4f1a\u8a71\u306b\u81ea\u52d5\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8a2d\u5b9a\u3067\u304d\u3001CSAT \u3092\u5411\u4e0a\u3055\u305b\u3001\u62c5\u5f53\u8005\u306e\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f\u30012025 \u5e74 4 \u6708 30 \u65e5\u306b\u4e00\u822c\u63d0\u4f9b\u304c\u958b\u59cb\u3055\u308c\u307e\u3057\u305f\u3002<\/p>\n<p>  <b>\u3053\u308c\u306b\u306f\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u304c\u3042\u308a\u307e\u3059\u304b?<\/b><br \/>  \u7ba1\u7406\u8005\u306f\u3001\u975e\u540c\u671f\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0 \u30c1\u30e3\u30cd\u30eb\u3092\u4ecb\u3057\u3066\u9001\u4fe1\u3055\u308c\u308b\u4f1a\u8a71\u306e\u30bf\u30a4\u30e0\u30a2\u30a6\u30c8 \u30eb\u30fc\u30eb\u3092\u69cb\u6210\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>  Dynamics 365 Contact Center \u7ba1\u7406\u30bb\u30f3\u30bf\u30fc\u306e <b>\u751f\u7523\u6027<\/b> \u3067\u3001 <b>\u30bf\u30a4\u30e0\u30a2\u30a6\u30c8 \u30eb\u30fc\u30eb<\/b> \u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u4f7f\u7528\u3057\u3066\u3001\u30d3\u30b8\u30cd\u30b9 \u30b5\u30fc\u30d3\u30b9 \u30ec\u30d9\u30eb \u30a2\u30b0\u30ea\u30fc\u30e1\u30f3\u30c8\u306b\u57fa\u3065\u3044\u3066\u6b21\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u6709\u52b9\u306b\u3067\u304d\u307e\u3059\u3002  <\/p>\n<ul>  <\/p>\n<li>\u9867\u5ba2\u306b\u81ea\u52d5\u8fd4\u4fe1\u3092\u9001\u4fe1\u3057\u3066\u3001\u4e00\u5b9a\u671f\u9593\u5f8c\u306b\u5fdc\u7b54\u304c\u306a\u3044\u5834\u5408\u306b\u518d\u5ea6\u30a8\u30f3\u30b2\u30fc\u30b8\u3057\u307e\u3059\u3002<\/li>\n<p>  <\/p>\n<li>\u9867\u5ba2\u306e\u5fdc\u7b54\u304c\u306a\u3044\u3068\u793a\u3055\u308c\u308b\u69cb\u6210\u3055\u308c\u305f\u30a2\u30a4\u30c9\u30eb\u6642\u9593\u304c\u7d4c\u904e\u3059\u308b\u3068\u3001\u4f1a\u8a71\u3092\u81ea\u52d5\u7684\u306b\u9589\u3058\u3066\u3001\u62c5\u5f53\u8005\u306e\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u304c\u89e3\u653e\u3055\u308c\u3001\u30ad\u30e5\u30fc\u3067\u5f85\u6a5f\u3057\u3066\u3044\u308b\u4ed6\u306e\u9867\u5ba2\u3092\u652f\u63f4\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/li>\n<p>  <\/p>\n<li>\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7 \u30e1\u30c3\u30bb\u30fc\u30b8\u3092\u9867\u5ba2\u306b\u9001\u4fe1\u3057\u3066\u3001\u30b5\u30dd\u30fc\u30c8\u306e\u4f1a\u8a71\u3092\u9032\u3081\u308b\u305f\u3081\u306b\u518d\u5ea6\u9023\u7d61\u3059\u308b\u3088\u3046\u306b\u4fc3\u3057\u307e\u3059\u3002<\/li>\n<p>  <\/p>\n<li>\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u306e\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u77ed\u7e2e\u3057\u307e\u3059\u3002<\/li>\n<p>  <\/ul>\n<p>  <b>\u6e96\u5099\u3059\u308b\u306b\u306f\u4f55\u3092\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u304b?<\/b><br \/>  \u3053\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u8a8d\u8b58\u306e\u305f\u3081\u306e\u3082\u306e\u3067\u3042\u308a\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u306f\u5fc5\u8981\u3042\u308a\u307e\u305b\u3093\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MC1065632 | Dynamics 365 Contact Center &#8211; Use time-out rules for automated actions to meet SLAs Classifi [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-11337","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/11337","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=11337"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/11337\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=11337"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=11337"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=11337"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}