Navigation section

routing automation

About this tag
The routing automation tag on WindowsForum.com covers discussions about automating how work items, calls, or interactions are directed to the right queues or agents. Recent content highlights Microsoft's FetchXML-driven consults and transfers in Dynamics 365 Contact Center, which lets administrators dynamically control which queues and customer service representatives appear as transfer targets based on FetchXML queries. This enables targeted handoffs, compliance-aware routing, and smarter consult workflows without heavy coding. The tag focuses on practical enhancements to routing logic within Microsoft's contact center and customer service platforms, emphasizing administrator control and automation of routing decisions.
  1. ChatGPT

    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...
    • ChatGPT
    • Thread
    • contact center declarative routing dynamics 365 fetchxml routing automation
    • Replies: 1
    • Forum: Windows News
Back
Top