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Omnichannel for Customer Service – Complex Conversation Routing

Omnichannel for Customer Service – Complex Conversation Routing
Microsoft's Omnichannel for Customer Service allows a single agent to handle conversations from multiple channels. Unified Routing is used to configure how those work items are distributed. This is a great feature but brings with it the opportunity for some complex routing requirements. In the post I will explain one such scenario.

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Microsoft Dynamics 365 | NEIL PARKHURST (MVP)
Microsoft Dynamics 365 | NEIL PARKHURST (MVP)

NEIL PARKHURST (MVP)

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