What’s new in unified routing: April 2025 feature update
The article discusses the April 2025 release update for unified routing in Dynamics 365 Customer Service and Dynamics 365 Contact Center. It introduces new features like least active routing method in messaging, presence synchronization APIs, shift-based routing for workforce management, customized notifications for returning chats, and templates for managing routing rulesets in bulk. These enhancements aim to improve workload distribution, agent efficiency, customer satisfaction, and administrative efficiency in contact centers.
Article 2m
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time