Plaza 365
Plaza 365

No results found for your search

RegisterLog in

2

Omnichannel for Customer Service Assignment Priorities

Visit article

#assignmentmethods

#customassignmentrules

#omnichannel

#skills

#unifiedrouting

Dynamics 365 Customer Service

Category

Sep 29, 2023

Published date

Text

Article Type

AI Summary

  • This article discusses the use of custom assignment rules in Microsoft Dynamics 365 Omnichannel for Customer Service to prioritize conversations.
  • Custom assignment rules can be used to make certain conversations "jump the queue" and receive faster responses.
  • The article explains that instead of creating separate queues for each call type, conversations can be prioritized within a single queue.
  • The author demonstrates an example of a custom assignment method for webchat conversations, but notes that the concept can also be applied to voice or record queues.
  • The article outlines the process of creating a custom assignment method, including defining prioritization rulesets and assignment rulesets.
  • Prioritization rulesets are used to create "buckets" of priority, with work items being assigned to different buckets based on defined conditions.
  • Assignment rulesets determine which agents will be assigned the conversations within each bucket, using methods such as round robin.
  • The article also briefly mentions the concept of skills-based routing and how conversations can be classified based on skills to further enhance the assignment process.

Registered users can view the full text for FREE!

Sign In Now!

Cookies Consent

We use cookies to enhance your browsing experience, serve personalized ads or content, and analyze our traffic. By clicking "Accept All", you consent to our use of cookies.