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Omnichannel for Customer Service Assignment Priorities

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#assignmentmethods

#customassignmentrules

#omnichannel

#skills

#unifiedrouting

Dynamics 365 Customer Service

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Sep 29, 2023

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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.

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