MC1475801 - Dynamics 365 Contact Center – Enable AI-assisted time-off and swap requests

Microsoft 365 Message Center announcement MC1475801.

MS Message Center's Summary

Microsoft is introducing artificial intelligence assisted time off and shift swap management capabilities within Dynamics 365 Contact Center. General availability is scheduled for October 1 2026. The functionality provides automated governance for schedule adjustments while maintaining supervisor oversight. Administrators should review these incoming scheduling tools to determine how automated governance might support their contact centre operations once the feature rolls out.

Administrator impact
No direct administrator action is required.
End user impact
Agents and supervisors will gain automated tools for managing time off and shift changes.
Importance
2/10: This change introduces new optional scheduling functionality for a specific application without requiring immediate administrative intervention.
Message Center ID
MC1475801
Category
stay Informed
Severity
normal
Services
Dynamics 365 Apps
Tags
New feature
Published
2026-09-21
Last updated
2026-09-21
Expires
2026-11-30

We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach general availability on October 1, 2026. How does this affect me? This feature enables an AI-assisted solution that provides automation for workforce schedules and approvals, 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.