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Unified Routing – Improved Overflow Routing

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#routing

Dynamics 365 Customer Service

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Nov 12, 2024

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  • Overflow is a key feature in Dynamics 365 Contact Center for managing conversations as queues grow.
  • Microsoft has recently made improvements to the overflow feature to enhance queue management.
  • The overflow logic previously had limitations but now includes new features to address potential queue growth issues.
  • The improved overflow routing is currently a preview feature as of November 2024 and not recommended for production use yet.
  • Multiple overflow rules can be added to queues for inbound voice calls, offering various options for handling calls.
  • Overflow conditions can be set before work items are queued, with actions like direct call back or ending calls outside operating hours.
  • New capabilities allow for conditions and actions on work items already in the queue, such as routing calls to a different queue after a certain wait time.
  • While the preview feature has limitations, it represents a significant step forward in queue management and may see additional actions added in the future.

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