Now Reading: Unified Routing – Improved Overflow Routing
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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 is “busy” overflow logic can be used to decide how to route work items. Recently Microsoft have made some improvements to the overflow feature, I will discuss these in this post.
Overflow is an important feature, as in a bust…
Continue Reading Neil Parkhurst’s Article on their blog
https://neilparkhurst.com/2024/11/12/unified-routing-improved-overflow-routing/
Blog Syndicated with Neil Parkhurst’s Permission
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