Omnichannel for Customer Service – Voice channel overflow

Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a queue.

I am sure every contact centre manager will tell you that at times they may suffer from “excessive” calls. Meaning at some point we will want “overflow” logic to kick in to govern how to…

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Author: Neil Parkhurst

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