check before: 2025-08-19
Product:
Copilot, Power Platform
Platform:
Online, World tenant
Status:
Change type:
New feature
Links:
Details:
We are announcing the ability to create smooth transitions for time sensitive prompts in your voice conversation with hold and resume settings in Microsoft Copilot Studio. This feature will reach general availability on August 19, 2025.
Change Category:
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Scope:
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Release Phase:
Created:
2025-07-15
updated:
2025-07-15
Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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MS Urgency
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MS workload name
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summary for non-techies**
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Direct effects for Operations**
User Experience Degradation
If the hold and resume settings are implemented without proper training and preparation, users may experience confusion during voice interactions, leading to frustration and potential drop-offs in customer engagement.
- roles: Customer Service Agents, End Users
- references: https://www.forbes.com/sites/bernardmarr/2021/01/25/the-future-of-customer-service-5-trends-to-watch-in-2021/, https://www.gartner.com/en/newsroom/press-releases/2021-04-20-gartner-says-three-quarters-of-customers-are-more-likely-to-recommend-a-brand-that-offers-a-great-customer-experience
Increased Call Handling Time
Without adequate preparation, the new feature may lead to longer call handling times as agents may struggle to adapt to the new interaction model, causing delays in service delivery.
- roles: Customer Service Agents, IT Support Staff
- references: https://www.zdnet.com/article/how-to-improve-call-center-efficiency/, https://www.icmi.com/resources/2021/how-to-reduce-call-handling-time-in-your-call-center
Configutation Options**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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Last updated 3 months ago ago
