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: Unified
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…
Dynamics 365 Customer Engagement
Unified Routing – Preferred Agent Routing
A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to…
Dynamics 365 Customer Engagement
Microsoft Dynamics 365 Omnichannel for Customer Service – Part-1 – Unified Routing
I have worked on many enterprise projects that requires an engine to intelligently route work related records to their destination. This is especially true…