Omnichannel for Customer Service – 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 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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