Enhance agent efficiency and flexible work distribution with capacity profiles

Efficiently managing a contact center requires a balance between workforce engagement and customer satisfaction. Dynamics 365 Customer Service allows administrators and supervisors to create agent-specific capacity profiles, optimizing agent performance and delivering tailored customer service. These profiles define the type and amount of work agents can handle, ensuring equitable work distribution. For example, a senior agent can handle more responsibilities while a junior agent focuses on training. Capacity limits can be customized for each agent based on their proficiency. This flexibility allows for real-time adaptability, ensuring optimal efficiency in customer service. By utilizing agent-specific capacity profiles, businesses can reduce agent stress, elevate customer satisfaction, and adapt to changing circumstances.

Article 18m Microsoft Dynamics 365 Blog

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