{"id":13095,"date":"2025-10-01T12:01:29","date_gmt":"2025-10-01T03:01:29","guid":{"rendered":"https:\/\/m365jp.net\/?p=13095"},"modified":"2025-10-01T12:15:31","modified_gmt":"2025-10-01T03:15:31","slug":"mc1163093-dynamics-365-contact-center-use-intent-to-select-representatives-to-transfer-conversations","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-10-01-mc1163093-dynamics-365-contact-center-use-intent-to-select-representatives-to-transfer-conversations","title":{"rendered":"MC1163093 | Dynamics 365 Contact Center &#8211; Use intent to select representatives to transfer conversations"},"content":{"rendered":"<div class=\"postie-post\">\n<div>\n<hr>\n<table id=\"section\">\n<tbody>\n<tr>\n<th width=\"95%\">MC1163093 | Dynamics 365 Contact Center &#8211; Use intent to select representatives to transfer conversations<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<hr>\n<table id=\"data\">\n<tbody>\n<tr>\n<th>Classification<\/th>\n<td>stayInformed<\/td>\n<\/tr>\n<tr>\n<th>Last Updated<\/th>\n<td>10\/01\/2025 02:22:57<\/td>\n<\/tr>\n<tr>\n<th>Start Time<\/th>\n<td>10\/01\/2025 01:58:50<\/td>\n<\/tr>\n<tr>\n<th>End Time<\/th>\n<td>11\/30\/2025 01:58:00<\/td>\n<\/tr>\n<tr>\n<th>Message Content<\/th>\n<td>We are announcing the ability to use Copilot&#8217;s intent knowledge base to route conversations to the appropriate service representative in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.<\/p>\n<p>  <b>How does this affect me? <\/b><\/p>\n<p>  The intent-based transfer routes conversations to the most appropriate user based on the conversation content. This helps to reduce the number of misrouted conversations and decreases average handling time. Administrators can enable Customer Intent Agent and   configure intent-based routing in the Copilot Service admin center. <\/p>\n<p>  Customer service representatives can utilize intent suggestions to transfer conversations to the most appropriate representative. Service representatives can select from both queues and user groups when initiating the transfer process. By leveraging the intent   knowledge base, Copilot can efficiently route conversations to the appropriate user.  <\/p>\n<p>  <b>What action do I need to take? <\/b><\/p>\n<p>  This message is for awareness, and no action is required.<\/td>\n<\/tr>\n<tr>\n<th>Machine Translation<\/th>\n<td>Copilot \u306e\u30a4\u30f3\u30c6\u30f3\u30c8 \u30ca\u30ec\u30c3\u30b8 \u30d9\u30fc\u30b9\u3092\u4f7f\u7528\u3057\u3066\u3001Dynamics 365 Contact Center \u306e\u9069\u5207\u306a\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u306b\u4f1a\u8a71\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u6a5f\u80fd\u3092\u767a\u8868\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f\u30012025 \u5e74 10 \u6708 31 \u65e5\u306b\u4e00\u822c\u63d0\u4f9b\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>  <b>\u3053\u308c\u306f\u79c1\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u304b? <\/b><br \/>  \u30a4\u30f3\u30c6\u30f3\u30c8\u30d9\u30fc\u30b9\u306e\u8ee2\u9001\u3067\u306f\u3001\u4f1a\u8a71\u306e\u5185\u5bb9\u306b\u57fa\u3065\u3044\u3066\u3001\u4f1a\u8a71\u3092\u6700\u3082\u9069\u5207\u306a\u30e6\u30fc\u30b6\u30fc\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u8aa4\u3063\u3066\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3055\u308c\u305f\u4f1a\u8a71\u306e\u6570\u304c\u6e1b\u308a\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\u304c\u77ed\u7e2e\u3055\u308c\u307e\u3059\u3002\u7ba1\u7406\u8005\u306f\u3001Copilot Service \u7ba1\u7406\u30bb\u30f3\u30bf\u30fc\u3067 Customer Intent Agent \u3092\u6709\u52b9\u306b\u3057\u3001Intent \u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u69cb\u6210\u3067\u304d\u307e\u3059\u3002  <\/p>\n<p>  \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u306f\u3001\u30a4\u30f3\u30c6\u30f3\u30c8\u306e\u63d0\u6848\u3092\u5229\u7528\u3057\u3066\u3001\u4f1a\u8a71\u3092\u6700\u9069\u306a\u62c5\u5f53\u8005\u306b\u8ee2\u9001\u3067\u304d\u307e\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u306f\u3001\u8ee2\u9001\u30d7\u30ed\u30bb\u30b9\u306e\u958b\u59cb\u6642\u306b\u30ad\u30e5\u30fc\u3068\u30e6\u30fc\u30b6\u30fc\u30fb\u30b0\u30eb\u30fc\u30d7\u306e\u4e21\u65b9\u304b\u3089\u9078\u629e\u3067\u304d\u307e\u3059\u3002\u30a4\u30f3\u30c6\u30f3\u30c8 \u30ca\u30ec\u30c3\u30b8 \u30d9\u30fc\u30b9\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001Copilot \u306f\u4f1a\u8a71\u3092\u9069\u5207\u306a\u30e6\u30fc\u30b6\u30fc\u306b\u52b9\u7387\u7684\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3067\u304d\u307e\u3059\u3002  <\/p>\n<p>  <b>\u3069\u306e\u3088\u3046\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u304b? <\/b><br \/>  \u3053\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u8a8d\u8b58\u306e\u305f\u3081\u306e\u3082\u306e\u3067\u3042\u308a\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u306f\u5fc5\u8981\u3042\u308a\u307e\u305b\u3093\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MC1163093 | Dynamics 365 Contact Center &#8211; Use intent to select representatives to transfer conversations [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-13095","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/13095","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=13095"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/13095\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=13095"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=13095"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=13095"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}