We are announcing the ability to select a representative automatically in consult to queue in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.
How does this affect me?
When service representatives select a queue during the consult process, this feature automatically connects them to the best representative for consultation. This feature is helpful when service representatives aren’t sure how to find the appropriate representative to consult. The system finds the right subject matter expert (SME) based on the conversation context.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Select a representative automatically in consult to queue.
Source: Microsoft
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