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Overview of data migration for records

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Use the Configuration Migration tool to migrate the configurations from the source organization to the target organization for the records that are based on unified routing.

For information on how to download and use the Configuration Migration tool, see the following articles:

Prerequisites

Check for the following before you migrate your configuration data:

  • In the source organization, if a unified routing ruleset refers to the following, then ensure that they exist in the target organization before you proceed with the migration:
    • Custom entities
    • Attributes
    • Relationships
    • Option sets
    • Lookup values
  • Ensure that the user who performs the migration has the required privileges on the following entities in the source and target organizations:
    • Characteristic (characteristic)
    • Rating Model (ratingmodel)
    • Rating Value (ratingvalue)
    • Capacity Profile (msdyn_capacityprofile)
    • Queue (queue)
    • Operating hours (msdyn_operatinghour)
    • Overflow Action Config (msdyn_overflowactionconfig)
    • Decision contract (msdyn_decisioncontract)
    • Decision rule set (msdyn_decisionruleset)
    • Assignment Configuration (msdyn_assignmentconfiguration)
    • Assignment Configuration Step (msdyn_assignmentconfigurationstep)
    • Master Entity Routing Configuration (msdyn_masterentityroutingconfiguration)
    • Workstream (msdyn_liveworkstream)
    • Routing configuration (msdyn_routingconfiguration)
    • Routing configuration step (msdyn_routingconfigurationstep)
    • Workstream capacity profile (msdyn_liveworkstreamcapacityprofile)

Migrate configuration data for the record channel

Perform the steps in the following order to successfully migrate your configuration data from the source to the target organization.

  1. Use FetchXML query to filter records
  2. Migrate configuration using a solution
  3. Migrate skill-based routing rulesets
  4. Migrate capacity profiles
  5. Migrate queues
  6. Migrate intake rules
  7. Migrate workstreams
  8. Verify your data migration
  9. Troubleshoot your data migration

Important

The migration process doesn't include:

  • Intelligent skill finder
  • Effort estimation for routing (preview)
  • Sentiment prediction for routing (preview)
  • Role persona mapping
  • Presence
  • Queue membership

Next steps

Use FetchXML query to filter records

Create a schema to export configuration data
Migrate configuration data for records
Verify migration of records
Troubleshoot migration of records
Migrate configuration data for live chat
Migrate configuration data for voice channel