Dynamics 365 Customer Service unified routing add-on is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent’s capabilities. The unified routing infrastructure can be used to route service requests on all channels. This creates a unified view of workforce utilization across multiple channels, and thus helps to optimize distribution of work across the workforce. It works in a truly omnichannel way by ensuring that work items on all the channels are routed in a consistent and similar manner. It takes the agent engagement on different channels into account before any new work is assigned to them. Dynamics 365 Customer Service empowers agents to resolve issues quickly using generative AI and automation.
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