Plaza 365
Plaza 365

No results found for your search

RegisterLog in

-1

Omnichannel for Customer Service Agent Specific Capacity Profiles

Visit article

#agentspecificcapacities

#capacityprofiles

#contactcenters

#enhancedusermanagement

#unifiedrouting

Dynamics 365 Customer Service

Category

Nov 20, 2023

Published date

Text

Article Type

AI Summary

  • Microsoft has released a change to capacity profiles within Unified Routing.
  • This change allows for agent-specific capacities in Omnichannel for Customer Service.
  • Previously, all users associated with a capacity profile would handle the same volume of work.
  • The enhanced user management option now allows for customizing the work item limit on an agent-by-agent basis.
  • This feature is useful for assigning different workloads to senior and junior agents or for assigning greater workloads to certain agents.
  • The enhanced user management option is also helpful for maintaining user skills and queues.
  • Users can be selected and their attributes, such as skills, queues, and capacity profiles, can be updated.
  • This feature is also useful for quickly adding or removing agents from profiles, even without assigning custom limits.

Registered users can view the full text for FREE!

Sign In Now!