Dynamics 365 Contact Center: Reroute conversations to the right queue automatically
From Microsoft's description: “The conversation goes back through classification and route-to-queue rules and is assigned to the right queue automatically, so representatives don't need to know routing rules or choose a queue themselves.”
<p>Service representatives can reroute a live voice or messaging conversation when they realize they aren't the right person to help. The representative updates the conversation details, or the details of a linked case, contact, or account, and then selects Reroute. The conversation goes back through classification and route-to-queue rules and is assigned to the right queue automatically, so representatives don't need to know routing rules or choose a queue themselves. The customer stays connected throughout, and the next representative receives the conversation with its full history and updated context. Admins choose whether to turn on Reroute for their contact center.</p>
Affected: Dynamics 365 Contact Center