Plaza 365
Plaza 365

No results found for your search

RegisterLog in

1

Unified Routing Complex Conversation Routing

Visit article

#agentcapacity

#capacityprofiles

#omnichannel

#workdistribution

#workstream

Dynamics 365 Customer Service

Category

Nov 16, 2023

Published date

Text

Article Type

AI Summary

  • The article discusses the routing requirements and options in Microsoft's Omnichannel for Customer Service.
  • The author explains the unit-based approach to routing, where each work item consumes a certain number of units, and the capacity profile approach, which defines how many work items of each type an agent can handle.
  • The article highlights that the unit-based approach cannot be used for voice queues and a capacity profile must be used instead.
  • The author provides examples of capacity profiles for voice calls, web chats, and cases, and explains the settings for each.
  • The article also discusses the concept of wrap up and the options for handling it during routing.
  • The author mentions the importance of queue assignment logic and custom assignment rules, particularly in scenarios where different types of work items need to be handled by the same agent.
  • The article concludes by emphasizing the complexity of real-world scenarios and the need for careful configuration to accommodate them.
  • The author provides a summary table that outlines the workstream and queue settings for voice calls, web chats, and cases.Overall, the article provides a detailed explanation of the routing options and considerations in Microsoft's Omnichannel for Customer Service, particularly in complex scenarios where agents need to handle multiple types of work items.

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.