We are announcing the ability to directly transfer conversations to other representatives within their queue or other queues without the need to consult first in Dynamics 365 Contact Center. This feature will reach general availability on July 31, 2025.
How does this affect me?
This feature allows customer service representatives to directly transfer conversations to other representatives without the need to consult first. This optimizes resource allocation and can reduce wait times for customers.
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 the Enable direct transfer of conversations article.
Source: Microsoft
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