Summary
In this module, you learned how to configure the routing capabilities of Dynamics 365 Contact Center, from foundational workstream setup through diagnostic troubleshooting.
You covered:
- Workstreams and work classification rules: Workstreams are the entry point for all work items across voice, messaging, and record channels. Classification rules enrich incoming work items—setting attributes, attaching skills, or applying capacity profiles—so the routing engine can make intelligent decisions before assignment.
- The engagement agent: Associating a Copilot Studio agent with a workstream enables self-service before human routing. The agent collects customer context through conversation, passes it as context variables to the classification engine, and escalates when human assistance is needed.
- Routing methods: You configured skill-based routing using exact and closest match algorithms, intent-based routing using the Customer Intent Agent to dynamically match customers to the right CSR group, preferred agent routing to route returning customers to their established representative, and record routing to send Dataverse records through the unified routing engine.
- Conversation diagnostics: Using Azure Application Insights telemetry, you trace routing decisions step by step—from the classification rulesets that ran through the queue that was selected and the CSR assignment that followed—to identify misconfigured rules, capacity issues, and skill mismatches.
These capabilities together give you a complete routing infrastructure that directs every work item to the most suitable available CSR across all channels.