Improve contact center operations with shift-based routing

Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful enhancement to unified routing by assigning customer interactions based on service representatives’ scheduled shifts. This ensures that tasks are only routed to representatives who are

The post Improve contact center operations with shift-based routing appeared first on Microsoft Dynamics 365 Blog.