Unified Routing – Improved Overflow Routing

Neil ParkhurstDyn365CE2 months ago4 Views

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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