Dynamics 365 Contact Center – Update to provide greater granularity to session rejection reasons

We are announcing that beginning on June 8, 2026, with full availability by June 31, 2026, Dynamics 365 Contact Center will now track session rejection reasons with greater granularity. Previously, all automatic session rejection reasons were all recorded under a single rejection category, "Agent Reject". This could make it challenging for supervisors to distinguish between representative-initiated rejections and system-triggered ones. This update separates session rejections into distinct, clearly labelled reasons, giving supervisors accurate visibility into why sessions are being rejected.

How does this affect me?
Supervisors will notice a change in the sessions rejected and session rejection rate metrics across both Realtime and Historic analytics dashboards. This metric will now reflect only sessions that were manually rejected by a representative and exclude system-triggered rejections. Additionally, session rejection reasons are now logged within Azure Application Insights under the Traces table, within the CSRAssignment sub-scenario.

The session rejection reasons are defined as follows:

1. AgentReject — The representative manually rejected the notification for an assigned conversation.
2. MaximumSessionsReached — The representative had 10 conversation sessions open in a single browser tab.
3. VoiceConnectivityProblem — A network issue prevented connection to the voice SDK during a voice call.
4. FailedToAssignDueToSystemError — An internal system error triggered the rejection automatically.
5. CallTimedOut — Connectivity or browser-related issues caused the incoming conversation to automatically rejected.

What do I need to do to prepare?
This message is for awareness, and no action is required.