Unified Routing – Capacity Profiles and Work Classification

Dynamics 365 Customer Service

The article discusses the need to route conversations differently to agents based on the skills classified for the work item.
Different scenarios where this logic can be applied are highlighted, such as handling live chats requiring specific skills, using machine learning models to estimate effort, focusing on negative customer sentiment, or giving VIP customers full attention.
The concept of having multiple capacity profiles but switching to a different profile when specific conditions are triggered is explained.
A detailed scenario is presented where effort-based classification on cases is used, and the example of limiting an agent to one high-effort case and blocking additional work until it is resolved is given.
Two capacity profiles are created, one allowing 5 cases and the other allowing only 1, with assignment blocking enabled in the latter.
Configuration steps for setting up capacity profiles, work streams, and work classification logic are outlined.
The importance of considering effort prediction certainty in work classification and the use of capacity profiles as outputs in routing decisions are emphasized.
The article concludes by showcasing the practical application of the setup, demonstrating how capacity profiles and work classification can be creatively utilized to meet complex routing requirements.

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