Microsoft’s Omnichannel for Customer Service allows a single agent to handle conversations from multiple channels. Unified Routing is used to configure how those work items are distributed. This is a great feature but brings with it the opportunity for some complex routing requirements. In the post I will explain one such scenario.
Possibly the easiest way to route things like webchats is to…
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Unified Routing – Complex Conversation Routing
Microsoft’s Omnichannel for Customer Service allows a single agent to handle conversations from multiple channels. Unified Routing is used to configure how those work items are distributed. This is a great feature but brings with it the opportunity for some complex routing requirements. In this post I will explain one such scenario.
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