Configure routing in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365
Microsoft Copilot Studio
Every misrouted call, every customer who repeats their issue to a third customer service representative, every billing question that lands with a technical specialist: these are routing failures. In this module, you build the pipeline that prevents them. You configure workstreams as entry points for each channel, author classification rules that enrich work items before they reach a queue, and implement routing methods—skill-based, intent-based, preferred agent, and record routing—that match customers to the right representative automatically. You finish by connecting Azure Application Insights so you can trace and diagnose any routing decision in production.
Learning objectives
After completing this module, you'll be able to:
- Configure workstreams and work classification rules to enrich and categorize incoming work items before assignment
- Connect a Copilot Studio engagement agent to a workstream to enable self-service and collect customer context before routing to a customer service representative
- Implement skill-based routing, intent-based routing, and preferred agent routing to match customers to the most qualified available customer service representative
- Configure record routing to process Dataverse records through the unified routing engine
- Use Azure Application Insights and conversation diagnostics to trace and troubleshoot routing decisions
Prerequisites
- Basic understanding of Dynamics 365 Contact Center concepts and navigation
- Access to Copilot Service admin center with administrator privileges
- Familiarity with queues and capacity profiles in Dynamics 365 Contact Center