Dynamics 365 Customer Engagement
Unified Routing – Capacity Profiles and Work Classification
I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post…
Tag: Routing
Dynamics 365 Customer Engagement
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…
Dynamics 365 Customer Engagement
Developer Environment Routing!
Recently I talked about the wider vision that organisations would be able to use, for helping users get access to the right environments (Default…
Dynamics 365 Customer Engagement
Unified Routing – Preferred Agent Routing (and Agent Scripts)
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a…
Dynamics 365 Customer Engagement
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…