Dynamics 365 Contact Center: Customize transfers and consults for queues, representatives

Dynamics 365 Contact Center will now allow administrators to configure the queues and representatives that should be displayed for consult and transfer scenarios based on their business needs. This capability reduces misrouted interactions and minimizes resolution time. On the Consult and transfer page in the Copilot Service admin center, administrators can now specify FetchXML queries for consult to queue, transfer to queue, consult with representative, or transfer to representative scenarios. This flexible consult‑and‑transfer configuration model allows organizations to precisely manage the queues or service representatives who are available during a consult or transfer action. Learn More

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