Use presence-based assignment to reduce customer wait time
Automated presence-based assignment in Dynamics 365 Customer Service allows organizations to efficiently direct customer queries to suitable representatives based on their availability status. This feature enhances response times and productivity by matching work with the most appropriate representatives. Organizations can configure routing systems to select representatives based on their presence status, such as available, busy, or offline. Custom assignment rules can also be set to optimize work allocation. Leveraging presence-based assignment ensures efficient customer service management and representative productivity.
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