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  "description": "We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach public preview on May 30, 2026.\n\nHow does this affect me?\nThis feature enables an AI-assisted solution that provides automation for workforce schedules and approvals, and 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 tran",
  "path": "/m365-message-center/message/mc1317126/",
  "publishedAt": "2026-05-21T00:00:04.000Z",
  "site": "https://blog.tophhie.cloud",
  "textContent": "We are announcing the ability to enable AI-assisted time-off and swap requests in Dynamics 365 Contact Center. This feature will reach public preview on May 30, 2026.\n\n**How does this affect me?**\nThis feature enables an AI-assisted solution that provides automation for workforce schedules and approvals, and 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:\n\n  * **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.\n  * **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.\n  * **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.\n\n\n\n**What action do I need to take?**\nThis message is for awareness, and no action is required.",
  "title": "MC1317126: Dynamics 365 Contact Center – Enable AI-assisted time-off and swap requests",
  "updatedAt": "2026-05-21T00:00:05.217Z"
}