Dynamics Community Forum Thread Details

Dynamics 365 provides two routing ( you can use both.).

1. Basic Routing

Basic routing allows you to route Case (only) to a basic queue.
Basic queues have no limits on the number of records or no additional costs.
However, agents must manually pick up the record (work item) from the queue.
The concepts of agent presence and capacity do not apply in basic routing.
Basic routing cannot be used for contact center-related records like phone calls, chats, or text messages (SMS, Apple Messages, WhatsApp, etc.).

2. Unified Routing (Enterprise)

Unified Routing enables advanced classification of records during the pre-routing stage. This includes:
- Attaching skills to records.
- Using LLM (Language Learning Models) to determine sentiment.
- Using LLM (Language Learning Models) to estimating the effort required for a case.
- Additional data can be added to the record at routing time.
- Allowing you to use skill-based routing
- Allowing you to define sophisticated routing rules. These rules ensure records are routed to the correct queue and agents while considering agent availability and capacity.
Unified Routing supports:
- Records: emails, cases, leads, opportunities or custom objects. ( enterprise licenses include 50 record routes per user per month, capacity pooled at tenant level. 50* 30 (users) =1500 records).

Premium license

In addition to the capabilities available in the Enterprise plan,
Unified Routing now also supports unlimited routing for contact center objects, including calls, chats, and text messages.
add another 50 record routes per user per month (due to have Digital addon )

In Summary.

Enterprise	50 record routes/user/month
Enterprise + Digital Addon	50 record routes/user/month 50 record routes/user/month (digital addon) Unlimited chat & text messaging routes
Enterprise + Voice Addon	50 record routes/user/month Unlimited voice call routes
Enterprise + Contact Centre (digital + voice) Addon	50 record routes/user/month 50 record routes/user/month (digital addon) Unlimited chat and text messaging routes Unlimited voice call routes
Premium	50 record routes/user/month 50 record routes/user/month (digital addon) Unlimited chat and text messaging routes Unlimited voice call routes Notes, Dynamics 365 Customer Voice (Survey) is excluded, but (post call survey can be done with in Copilot Studio)

Dynamics 365 Contact Center Standalone license

You are allocated 50 record routes per user per month for Unified Routing.

Note: The standalone license does not include case management. However, you can use Unified Routing for voicemail (since it is a record) or email records.

For example, with 30 agents, you can route up to 1,500 voicemails per month. If you need more, you must purchase an add-on for Unified Routing, which provides 10,000 additional record routes per tenant per month at approximately $1,500 AUD.

Important:

Voice calls, live chat, SMS, Apple Messaging, and WhatsApp are not considered records.

All other objects are treated as records in Unified Routing. If you plan to route them, you will likely need to purchase the Unified Routing add-on.

Dynamics 365 Contact Center Digital

Included:
- Unified Routing - 50 record routes/user/month
- Dataverse Database - 10 GB
- Dataverse Database Accrued/USL - 250 MB
- Dataverse File - 20 GB
- Dataverse File Accrued/USL - 2 GB
- Dataverse Log - 2 GB

🗣️ Dynamics 365 Contact Center Voice

Included:
- Unified Routing - 50 record routes/user/month
- Intelligent Voicebot minutes - 2K minutes/user/month
- Call Intelligence minutes - 6K minutes/user/month
- Dataverse Database - 10 GB
- Dataverse Database Accrued/USL - 250 MB
- Dataverse File - 20 GB
- Dataverse File Accrued/USL - 35 GB
- Dataverse Log - 2 GB

🗣️ + 📱Dynamics 365 Contact Center (Voice + Digital)

Included:
- Unified Routing - 50 record routes/user/month
- Intelligent Voicebot minutes - 2K minutes/user/month
- Call Intelligence minutes - 6K minutes/user/month
- Dataverse Database - 10 GB
- Dataverse Database Accrued/USL - 250 MB
- Dataverse File - 20 GB
- Dataverse File Accrued/USL - 35 GB
- Dataverse Log - 2 GB

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