Omnichannel for Customer Service – Complex Conversation Routing

Microsoft's Omnichannel for Customer Service allows agents to handle conversations from multiple channels. Unified Routing is used to distribute work items, but it can become complex when routing requirements involve multiple types of work items. One approach is unit-based routing, where each work item consumes a certain amount of an agent's capacity. Another approach is capacity profile routing, which defines how many of a specific work item an agent can handle. In a complex scenario, such as handling voice calls, web chats, and cases, a combination of unit-based routing and capacity profiles can be used. Custom assignment rules can be created to ensure that work items are assigned to the appropriate agents. Overall, with careful configuration, Omnichannel for Customer Service can handle complex conversation routing scenarios.

Article 19m Neil Parkhurst Dynamics 365

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