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{How to} Use overflow for lengthy wait times for work items dynamics 365 customer service

{How to} Use overflow for lengthy wait times for work items dynamics 365 customer service
Hello Everyone,





Today I am going to share my thoughts: use overflow for lengthy wait times for work items dynamics 365 customer service. 







Let's get's started.





Overflow handling in Dynamics 365 Customer Service can be a lifesaver during peak demand or when agents are unavailable.





Here's how it works:











1. Set Wait Time Limit: Administrators can define a reasonable wait times limit for work items in a queue.
When a work item exceeds this limit, it's marked for overflow.




2.Contingency Plan: If the wait time is exceeded, you can set up a contigency plan, For Instance, you might automatically transfer the work item to another queue with more available agents who can address the customer request.




3. Overflow Evaluation: Overflow conditions are evaluated before a work item is added to the queue. This ensures that customers who wait too long receive timely assistance.





Remember, overflow handling helps manage both surge conditions and after-hours calls, ensuring better customer satisfaction.





That's it for today.




I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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