Dynamics 365 Contact Center - Split recordings speaker-wise in closed conversation view (Preview)

🚨 The Signal: Dynamics 365 Contact Center now splits conversation recordings by speaker, allowing targeted review. This enhances auditability and oversight of customer and agent interactions, improving incident response and compliance checks.

The Impact

Contact Center supervisors are affected, with a minor security risk related to enhanced data review capabilities.

• Supervisors: Improved ability to review specific speaker segments, aiding incident investigation.
• Compliance Teams: Easier verification of agent adherence to policies and regulatory requirements.
• Security Teams: Enhanced audit trail for specific conversations, supporting forensic analysis.

Domain: Other · Impact: low · Workload: M365 Apps