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Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users, automatically | - | 
Nov 22, 2024 |
Business value
Supervisors today don't have visibility into service representative skills, or the skills needed for a conversation when assigning conversations. This feature revamps the supervisor experience to assign and reassign conversations, allowing them to filter users based on a combination of skills and proficiency.
Feature details
Supervisors can filter a list of representatives based on a combination of availability, skills assigned, and the skill proficiency when assigning conversations. Search results will include representatives with exact match or partial match on the search criteria, providing the required flexibility in identifying the best representative to work on a conversation at that point in time.
Additional resources
Transfer conversations (docs)