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| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Feb 20, 2026 |
Business value
Configurable short abandon and service-level threshold enhancements deliver more accurate abandon rates, clearer service-level agreement performance, and better decision-making by filtering out nonactionable customer disconnects.
Feature details
Enhanced abandon rate reporting in Dynamics 365 Contact Center improves accuracy and operational relevance.
Enhancements include the following:
- Configurable short abandons: Customers can define short‑abandon thresholds at the queue level.
- Filtering support: Short abandons can be excluded from the overall abandon rate calculations or reported separately.
- Service-level alignment: Service-level metrics take into account short‑abandon settings to better reflect real customer wait times.
- Queue‑level control: Each queue can apply its own short‑abandon and threshold settings based on operational needs.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.