Unified Routing – Agent Capacity / Availability Issues

Whilst using Microsoft’s Dynamics 365 Contact Center, Unified Routing is used to route conversations to agents. A process which needs to leverage the agents availability. From time to time, I have experienced an issue that the agent availability can become out of step with reality.

The Issue

The problem I have occasionally seen is that the agent has some (or all) of their availability…

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Unified Routing – Agent Capacity / Availability Issues

Whilst using Microsoft’s Dynamics 365 Contact Center, Unified Routing is used to route conversations to agents. A process which needs to leverage the agents availability. From time to time, I have experienced an issue that the agent availability can become out of step with reality.

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