Unified Routing – Effort Base Routing

Within Dynamics 365 we can now use effort-based routing to assign conversations or records to users. Meaning from Omnichannel for Customer Service we could route case records, web chat conversations and more to agents based on effort estimate models. I will describe this new feature in this post.

Before I start, I guess I should suggest why this might be required! Often complex queries can…

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Unified Routing – Effort Base Routing

Within Dynamics 365 we can now use effort-based routing to assign conversations or records to users. Meaning from Omnichannel for Customer Service we could route case records, web chat conversations and more to agents based on effort estimate models. I will describe this new feature in this post.

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