244 documents · 11 folders
README.md
Dynamics 365 Contact Center
Consultant-focused KB for Microsoft Dynamics 365 Contact Center: implementation notes, gotchas, and configuration decisions beyond the official docs — across voice and digital channels, routing, agent and supervisor experience, Copilot & AI, workforce engagement, analytics, administration and security.
What's in here
| Folder | Category | Docs |
|---|---|---|
01-channels |
Channels | 60 |
02-routing |
Routing | 19 |
03-agent-experience |
Agent Experience | 28 |
04-supervisor-experience |
Supervisor Experience | 9 |
05-copilot-and-ai |
Copilot & AI | 14 |
06-ai-agents |
AI Agents | 17 |
07-workforce-engagement |
Workforce Engagement | 22 |
08-analytics-and-reporting |
Analytics & Reporting | 22 |
09-administration |
Administration | 17 |
10-integration-and-extensibility |
Integration & Extensibility | 17 |
11-security-and-compliance |
Security & Compliance | 19 |
244 documents across 11 categories.