Microsoft has announced the general availability of customizable transfers and consults for Dynamics 365 Contact Center, effective today, January 26. This update gives administrators granular control over how interactions are routed between agents and service queues. With these new features, Dynamic 365 Contact Center now allows for the tailoring of available endpoints during active customer sessions. This allows organizations to ensure consults and transfers are transferred to the most appropriate personnel.
With the general availability, announced on the Microsoft 365 Admin Center in message ID MC1221931, admins can now manage availability for four specific interaction scenarios including: consulting with a queue, consulting with a representative, transferring to a queue, and transferring to a representative. These are handled through the Copilot Service admin center on the dedicated Consult and transfer page.
The system uses FetchXML queries to filter and define the list of recipients eligible for transfer or consultation enabling the platform to surface specific queues or representatives based on logic defined by the administrator.
In terms of the implications this general availability will have, customer service representatives will see a more streamlined interface that will only display relevant contact options during high-pressure support scenarios. This will lead to reduced manual search which could improve the speed of internal collaboration and the accuracy of ticket escalations.
Organizations also have the option to enforce stricter internal routing by limiting the visibility of different departments to specific support tiers. This customization can help to prevent misrouted calls and ensures that resources are better utilized. The introduction of these features will help contact centers manage more complex global support structures which require more sophisticated logic.
This feature is set to be deployed immediately across Dynamics 365 Contact Center starting with today’s general availability. Admins should review their current routing logic to see whether FetchXML queries would benefit their existing workflows. No mandatory action is required from users to maintain current service levels because the new options are elective. Organizations that do want to adopt these features can begin configuring their Consult and transfer settings within the Copilot Service admin center.