Escalation to agent based on the language

  • 5 minutes

You can create a language-based routing ruleset at the workstream level that can route escalated calls. This ruleset routes these calls to different, language-specific customer service representative queues based on the caller's interaction language with the voice agent. To do so, follow these steps:

  1. Open Dynamics 365 Contact Center admin center.

  2. Go to the workstream that you created as part of the prerequisite steps.

  3. Create a new ruleset to the workstream that routes the calls to different queues based on the caller's interaction language with the voice agent.

    Screenshot of how to create a new ruleset.

    The following screenshot shows a route queue rule based on the customer's language being US English.

    Screenshot of a route queue rule based on the customer's language being US English.

    The following screenshot shows a route queue rule based on the customer's language being US Spanish.

    Screenshot of a route queue rule based on the customer's language being US Spanish.

    The following screenshot shows both route-to-queue rules that route the escalated calls to the appropriate agent queue based on the caller's interaction language with the voice agents.

    Screenshot of both route-to-queue rules.