Dynamics 365 Customer Engagement
Unified Routing – Improved Overflow Routing
Whilst using Microsoft’s Dynamics 365 Contact Center (and other Dynamics apps) we use Unified Routing to route conversations to agents. When the selected queue…
Tag: overflow
Dynamics 365 Customer Engagement
Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)
Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Overflow (v2)
I have previously blogged about the overflow capabilities in Microsoft’s Omnichannel for Customer Service. But the recent 2022 Wave 2 release has given us…
Dynamics 365 Customer Engagement
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…