Update: Release of this feature has been postponed; we will announce a new date in the future.
We are announcing the ability to split recordings by speaker in the closed conversation view in Dynamics 365 Contact Center.
How does this affect me?This feature enables you to split recordings by speaker in the closed conversation view. This transforms the review process from a linear playback into a targeted, navigable experience. Supervisors can directly go to specific speakers sections, such as the customer or service representatives, without going through the entire audio.
What action do I need to take?This message is for awareness and no action is required.
If you would like more information on this feature, please visit
Split recordings speaker-wise in closed conversation view.