No access to your tenant or devices. Every item links to its source. What this means
Recorded 29 Oct 2026 at 02:32 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.
Service representatives can reroute a live voice or messaging conversation when they realize they aren't the right person to help. The representative updates the conversation details, or the details of a linked case, contact, or account, and then selects Reroute. The conversation goes back through classification and route-to-queue rules and is assigned to the right queue automatically, so representatives don't need to know routing rules or choose a queue themselves. The customer stays connected throughout, and the next representative receives the conversation with its full history and updated context. Admins choose whether to turn on Reroute for their contact center.
Coverage describes the sources at this observation. A complete read then does not establish their current position.
Changes are dated when recorded; day views use the last saved version from that UTC day, and citations stay fixed.
Cite this versionUp to 100 recent field edits are shown; older edits may be outside retention.