Microsoft 365 Message Center item MC1310361

MC1310361 - Dynamics 365 Customer Service - Manage intraday operations with AI agent (preview)

Message Center ID

MC1310361

Category

stay Informed

Severity

normal

Services

Dynamics 365 Apps

Tags

New feature

Published

2026-05-14

Last updated

2026-05-14

Expires

2026-06-14

We are announcing the ability to manage intraday operations with AI agent in Dynamics 365 Customer Service. This feature will be available for preview on May 29, 2026. How does this affect me? Users will be able to use Intraday Agent to monitor queue volumes and service representative adherence in real time, detect deviations from forecasts or schedules, and take automated corrective actions. Intraday Agent will provide proactive alerts, reforecast demand, and adjust staffing activities such as schedules, breaks, and channel assignments to help maintain service levels. Users will retain oversight and can review or modify automated actions as needed. What action do I need to take? This message is for awareness, and no action is required.