I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. but what if I want one queue to have priority over another? This requirement
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You may (or may not) be aware that the diagnostics option in Unified Routing has been deprecated. It is being replaced by diagnostics in Azure Application Insights. As of September
Setup Mailbox for Autocase Creation in the Unified Interface In this video I explain and show how you can setup a mailbox for customer to email to which will then
SLAs in the Unified Interface Some people might not have noticed that SLA’s (service level agreements) didn’t just move from the legacy interface to the unified interface. There were also
Custom Help Panes & Guided Tasks for Unified Interface Apps In this video I show you how to enable and create custom help panes for the unified interface apps in
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