Omnichannel for Customer Service – Collection

Omnichannel for Customer Service Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365. Other related functionality includes Unified Routing to intelligently allocate work items to agents and also the Customer Service Workspace which gives agents a multi-session UI. And not forgetting Power … Read more

Unified Routing – Custom Assignment Rules

Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is routed to a queue, we use either “highest capacity” or “Round Robin“Logic to assign work items to the next available agent. But we can also create custom assignment methods to handle … Read more