Microsoft introduces adherence tracker to enhance service team performance in Dynamics 365 Contact Center

Microsoft unveiled the Adherence Tracker for Dynamics 365 Contact Center, a new tool designed to help organizations monitor and manage service representative activities effectively. By ensuring that service reps adhere to their schedules and are consistently available during shifts, this feature aims to improve overall team performance and customer satisfaction.

The Adherence Tracker provides real-time insights into agent availability and adherence to scheduled activities, enabling supervisors to identify and address potential issues promptly. This proactive approach supports better resource planning and helps maintain high service standards across customer support operations.

Here are its detailed features and benefits:

• Real-Time Monitoring: Continuously monitor service reps' activities against their scheduled shifts to quickly spot deviations and maintain optimal productivity.

• Metrics That Matter: Track adherence percentage, total scheduled time, time in current state, and time out of adherence to ensure accurate performance insights.

• Visual Oversight: Use a Gantt chart to display reps' activities on a timeline with near real-time data for immediate tracking.

• Schedule Integration: The Adherence Tracker seamlessly integrates with the Schedule Calendar, offering a comprehensive view of adherence alongside scheduled tasks.

• Benefits: Boost performance, increase accountability, gain data-driven insights, and drive operational efficiency.

Microsoft releases Visual Studio 2022 v17.14 with enhanced AI features

Microsoft has officially launched Visual Studio 2022 version 17.14, introducing advanced AI-assisted development tools to enhance coding efficiency. The update features a preview of "agent mode," allowing developers to interact with Visual Studio through natural language to automate complex coding tasks. Additional enhancements include AI-generated documentation for C++ and C# functions and the Next Edit Suggestion feature, which predicts subsequent code edits based on previous changes.

Here are the features:

• AI-Powered Coding with GitHub Copilot: Interact naturally with Visual Studio using simple chat commands to tackle complex, multi-step coding tasks effortlessly.

• Enhanced Debugging and Diagnostics: Preview your app UI in real time with the new Live Preview feature, now available at design time.

• Streamlined Git Tooling: Stay organized with the new filter in the Git Repository window, making it easier to track outgoing and incoming commits.

Microsoft releases agent mode in preview for Visual Studio 17.14

Microsoft has released agent mode in preview for Visual Studio 17.14, marking a significant advancement in AI-assisted development. This update enhances GitHub Copilot's capabilities, enabling developers to interact with their codebase using natural language commands. The new features aim to streamline complex coding tasks and improve overall productivity within the integrated development environment.

Here’s what it offers:

• Function: Agent mode autonomously identifies relevant context and files, suggests terminal commands for you to approve and run, iterates until tasks are complete, and invokes trusted tools via MCP servers.

• How to Enable It: Use Visual Studio 17.14 GA or later, open Feature Search, search for copilot-chat.agent, enable Copilot Chat: Agent Enabled, and switch to "Agent" in the Copilot Chat window.

• Agent Mode Uses: Apply Agent mode in various scenarios, including editing scopes, handling tool invocations, managing terminal commands, and more – perfect for complex projects.

• Boost Agent Mode with MCP Servers: Enhance Agent mode by integrating Model Context Protocol (MCP) servers to interact with your cloud environment, query databases, and manage version control.

Microsoft unveils April 2025 Power Apps update, emphasizing AI and governance enhancements

Microsoft has announced its April 2025 Power Apps update, introducing a suite of enhancements aimed at bolstering AI integration and enterprise governance. This update is part of the broader 2025 Release Wave 1, reflecting Microsoft's commitment to empowering organizations with intelligent, scalable, and secure low-code solutions.

The latest features are designed to streamline app development processes, enhance data security, and provide users with more intuitive tools for building and managing applications. These improvements align with Microsoft's ongoing efforts to support digital transformation across various industries.

Here are some of the updates:

• AI-Powered Development: Streamline CLI workflows with the new Actions Pane for Power Pages sites in VS Code Desktop, reducing the need to switch tools.

• Enterprise-Grade Governance: Gain deeper insights into Dataverse environments with the general availability of Audit settings via the Security Compliance center in Power Platform.

• Intelligent Apps: Customize Copilot Chat for standalone model-driven apps by extending it with knowledge sources and topics – coming soon in public preview.

• Learning and Documentation: Access the newly launched Microsoft Power Platform and Copilot Studio Architecture Center – your one-stop hub for all architecture-related resources within the Power Platform and Copilot Studio ecosystems.

See the full list here.

Microsoft enhances Dynamics 365 Contact Center with advanced workforce management tools

Microsoft has announced significant updates to its Dynamics 365 Contact Center platform, aiming to streamline workforce management and enhance operational efficiency. These enhancements are part of the 2025 Release Wave 1, focusing on improving customer service experiences through advanced planning and scheduling capabilities.

The updates are designed to assist contact center supervisors in optimizing agent schedules, ensuring better resource allocation, and maintaining high service levels. By leveraging these new tools, organizations can expect improved productivity and more consistent customer support outcomes.

Here are the features and its benefits:

• Shift Planning: Create shift templates to align staffing with capacity plans, assign the right skills to the right shifts, and maintain comprehensive shift calendars.

• Benefits of Shift Planning: Strengthen workforce management by organizing shift activities, balancing workloads, and ensuring coverage for critical tasks.

• Seamless Scheduling: Efficiently assign service representatives to maintain business continuity with flexible scheduling options.

• Benefits of Scheduling: Automate assignments, distribute breaks strategically, and quickly adapt schedules to evolving business needs.

Power Apps Studio boosts user experience with enhanced undo redo functions

Microsoft Power Apps Studio continues to refine its toolkit, empowering makers with more intuitive design capabilities. The latest enhancements streamline the app-building process, making it easier than ever to adjust and perfect every detail.

Here’s what’s new:

• Action Descriptions: Clearly see what each action will undo or redo to avoid unexpected changes.

• Expanded Capacity: Undo up to 100 actions, so you can experiment freely without losing progress.

• Enhanced Reliability: Enjoy a more robust experience with fewer errors and smoother rollbacks.

Microsoft retires Power BI Datamarts, introduces Fabric Data Warehouse as unified analytics platform

Microsoft has announced the retirement of Power BI Datamarts, transitioning users to the newly available Fabric Data Warehouse. This move marks a significant step forward in aligning data capabilities across its ecosystem, with changes set to roll out beginning June 1, 2025.

Here’s what you need to know:

• Benefits: The Fabric data warehouse, as the natural evolution of Power BI datamarts, offers many enterprise-ready benefits, including DDL/DML support, increased scalability, and more.

• Can you create new datamarts? Starting June 1st, 2025, creating a new Power BI datamart will no longer be available.

• What will happen to existing datamarts? Starting October 1, 2025, Power BI datamarts will not be supported and will be removed from workspaces. You can use accelerator scripts to migrate your datamart to a warehouse.

• Manually migrate your datamart – Step 1: Go to Transform Data, then Export Template.

• Manually migrate your datamart – Step 2: Create a Fabric warehouse from the Fabric portal. Then, go to Home Tab > Get Data > New Dataflow Gen 2.

• Manually migrate your datamart – Step 3: Select Import from a Power Query Template in the empty editor, then Save & Run. Connect Power BI reports to your Fabric Data Warehouse via the Default Semantic Model or as a data source.

AI innovation accelerates in Dynamics 365 Sales with latest Copilot advancements

Microsoft continues to push the boundaries of AI-powered selling with new updates to Copilot in Dynamics 365 Sales. The April 2025 wave brings fresh capabilities aimed at transforming how sales teams work, communicate, and close deals. These enhancements reflect Microsoft’s ongoing commitment to streamlining sales workflows through intelligent automation.

Here are the new advancements:

• Enhanced Email Summary Extensibility: The new extensibility API now supports additional input parameters—including full email content, metadata, message ID, conversation ID, and related CRM entities—enabling richer, more actionable third-party insights.

• Where Insights Appear: Premium users will see insights directly within the email summary on the Outlook canvas, while Standard users will find them on the key email info card in the Outlook side pane.

• Easily Save Meeting Notes to CRM: Streamline your workflow with the Save to CRM feature in Microsoft Teams. After meetings, you can now quickly edit and save summaries to the description field of the corresponding appointment in Dynamics 365.

Microsoft enhances customer service capabilities with April unified routing update

Microsoft has rolled out the latest update to Unified Routing in April 2025, continuing its commitment to improving customer service operations within Dynamics 365. This update reflects ongoing efforts to streamline intelligent work distribution and optimize agent productivity. As organizations adapt to growing service demands, Microsoft’s enhancements promise to deliver smarter, more responsive routing experiences.

Here are the updates:

• Least Active Routing for Messaging Channels: Ensure balanced workloads by assigning messages based on who ended their last conversation most recently and has the fewest active items in the queue.

• Presence Synchronization APIs: Keep your team available and efficient with smarter presence tracking—preventing overbooked service reps and improving response reliability.

• Shift-Based Routing with Workforce Management: Cut down on transfers and wait times by aligning conversations with your team's actual work schedules.

• Personalized Notifications for Returning Chats: Reconnect returning customers with the same agent for a seamless, personalized support experience.

• Routing Ruleset Templates (Bulk Management): Create and manage rulesets across multiple queues and workstreams—no more redundant configurations!

Microsoft strengthens monitoring capabilities for Power Platform developers

Keeping mission-critical apps running smoothly is essential for business success. Microsoft continues to invest in tools that help makers and administrators gain deeper insight into the performance of their apps. A new addition to the Power Platform toolkit is now in preview, offering enhanced support for managing production environments.

Here’s why should you use Monitor in Power Platform:

• Gain visibility: Access key performance metrics over time to get timely insights into the health of applications across your tenant.

• Simplify operations: Both admins and makers can more easily observe, diagnose, and troubleshoot issues within apps.

• Act faster: Quickly spot apps with degraded performance and use intelligent, built-in recommendations to explore potential solutions.