declarative routing

About this tag
Declarative routing in the context of Dynamics 365 Contact Center allows administrators to control consult and transfer targets using FetchXML queries configured in the Copilot Service admin center. This feature, announced by Microsoft, enables dynamic, rule-based routing of calls and chats to specific queues or customer service representatives without extensive code changes. It supports targeted handoffs, compliance-aware routing, and smarter consult workflows. The tag covers discussions about this declarative approach to routing logic within Microsoft's contact center platform, focusing on administrator control and FetchXML-driven configurations.

  1. FetchXML Driven Consults and Transfers in Dynamics 365 Contact Center

    Microsoft has begun rolling out a focused but powerful enhancement to Dynamics 365 Contact Center: administrators can now customize consults and transfers so that the set of queues and customer service representatives available during a consult or transfer is dynamically controlled by FetchXML...
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    • contact center declarative routing dynamics 365 fetchxml routing automation
    • Replies: 1
    • Forum: Windows News