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The newly launched agents include the Account Reconciliation Agent, Supplier Communications Agent, Expense Agent, Time Entry Agent, and Activity Approvals Agent. Each is purpose-built to act independently or collaboratively with employees, handling specific responsibilities such as reconciling ledgers, tracking supplier confirmations, extracting expense data from receipts, prompting project time entries, and surfacing only critical approvals. 

Unlike traditional AI assistants, these agents operate as digital workforce extensions—autonomously executing tasks with contextual awareness, improving speed, consistency, and compliance. For example, the Supplier Communications Agent monitors and responds to order delays without human intervention, while the Expense Agent ensures policy-compliant reimbursements with minimal manual input. 

ERP environments, often characterized by complex data flows and repetitive tasks, are particularly well-suited for this automation shift. By embedding these agents within Dynamics 365 and Microsoft Teams, organizations gain real-time insights and reduced process overhead—freeing teams to focus on strategic decisions. 

Early adopters, such as Lifetime Products, report significant gains in reconciliation efficiency and reduced time-to-close. With 82% of leaders planning to expand digital labor within the next 12–18 months, Microsoft’s new ERP agents offer a scalable path to intelligent, AI-powered operations across industries. 

With the integrated Time-Off Request tab, representatives can now submit leave requests directly within their schedule calendar, specifying leave types such as Paid Time Off (PTO), Sick Leave, or Personal Leave. This intuitive process reduces administrative hassle, allowing employees to focus on their core duties. 

Managers gain real-time oversight with a transparent approval workflow that sends immediate notifications for pending requests. They can efficiently approve or decline time-off directly within the platform, enabling timely staffing decisions to maintain service coverage without disruption. 

The system automatically updates calendars with approved absences, providing both employees and supervisors with a clear view of team availability. Instant notifications keep service reps informed about their leave status—whether approved, pending, or declined—empowering them to plan accordingly. 

This enhanced time-off management offers multiple benefits: promoting a healthier work-life balance for employees, increasing productivity by ensuring well-rested teams, and boosting operational efficiency through effective schedule coordination. 

By combining streamlined requests, clear approval processes, and integrated calendar visibility, Dynamics 365 Contact Center fosters a more engaged and balanced workforce. Organizations using this feature can better manage leave while ensuring consistent customer service, even during peak demand. 

The Adherence Tracker enables supervisors to monitor whether agents are following their assigned shifts, including breaks, training sessions, and other scheduled activities. It integrates directly with the Schedule Calendar, offering a comprehensive, unified view of both planned and actual activity. 

At its core is a visual Gantt chart that displays each rep’s timeline and highlights deviations with near real-time data. Supervisors can instantly spot gaps in adherence, reducing downtime, and ensuring agents remain available when needed. 

Key metrics such as adherence percentage, total scheduled time, time in current state, and time out of adherence help assess performance and guide operational decisions. By identifying and addressing non-compliance quickly, contact centers can boost productivity, maintain service levels, and reduce customer wait times. 

The tracker also supports data-driven management, allowing organizations to uncover trends, streamline operations, and hold agents accountable through transparent oversight. 

In many service workflows, agents may place chats in a waiting state while awaiting further input or documents from customers. Until now, supervisors had limited visibility into these paused interactions unless manually reopened or transferred. With the new capability, supervisors can monitor all waiting conversations, review chat transcripts, check elapsed time, and take actions—such as transferring chats to available agents—without disrupting the customer experience. 

This update boosts responsiveness and service quality. For instance, in a healthcare scenario at Contoso Health, supervisor Lorenzo can now proactively handle delayed or abandoned chats that agents like Sara may have left in a waiting state before ending their shifts. 

The visibility into these conversations helps businesses minimize customer wait times, improve team responsiveness, and ensure better customer experience continuity—even across agent handoffs. Supervisors can now intervene early, assist agents, and reassign tasks more efficiently. 

MCP servers standardize how AI agents interact with business applications, removing data silos and enabling context-rich orchestration of workflows. Built with Microsoft Copilot Studio, these agents can securely access and act on Dynamics 365 data through authenticated, Entra ID-governed protocols—supporting actions like retrieving records, creating quotes, managing service cases, and automating procurement. 

Microsoft’s ecosystem of partners is already adopting the MCP standard. Firms like Avanade, Fellowmind, and HSO are leveraging MCP servers to develop industry-specific agents—from RFP analysis and ESG classification to invoice payment automation. 

Beyond improving agent capabilities, MCP enables real-time updates, easier maintenance, and stronger governance. Sales teams can automate lead qualification, while finance teams can streamline compliance and sourcing. With this foundation, Dynamics 365 evolved from being app-centric to agent-ready, fueling Microsoft's broader vision of autonomous enterprise. 

As generative AI reshapes enterprise software, Microsoft is positioning MCP servers as a core innovation to help partners and customers build scalable, secure, and context-aware agents—faster than ever. With Dynamics 365, the future of business isn’t just digital. It’s autonomous.