Microsoft Dynamics 365 Omnichannel for Customer Service – Part-1 – Unified Routing

In the world of enterprise, routing work-related records to their destined endpoint is vital for efficient workflow management. This is especially true for customer service, where incoming work must be routed to agents who are specialized in the specific type of job. With the advent of omnichannel, incoming work items can originate from any channel - SMS text, voice, Whatsapp, chat, or email - which has necessitated more complex rules for routing the right work item to the right agent without delays.

Thankfully, Microsoft Dynamics 365 Omnichannel for Customer Service solves this ubiquitous problem by providing the Unified Routing engine that intelligently routes and assigns incoming work items to the right agents. Unified Routing promises scalability, intelligence, and enterprise-grade routing and assignment capabilities. The engine matches work item requirements with the agent's capabilities to direct the incoming work item to the best-suited queue and agent.

Unified Routing in Microsoft Dynamics 365 Omnichannel for Customer Service simplifies work classification and assignment workflow, whereby work items created by customers through any channel get created as Microsoft Dynamics 365 records. The first step is to classify the work item based on customer category, urgency, skills required, language, etc. With the prioritized task, the work items are then assigned to the appropriate queue, followed by the assignment to agents, based on work characteristics, agent skills, capability, and current workforce availability and workload.

The benefits of using Unified Routing include matching customers with the right agents for first-time resolution, classifying work items using machine learning models, work item prioritization within a queue, and work item assignments based on agent capacity, presence, and skills. While maintaining the customer service workload, organizations must configure the Unified Routing to function correctly, adhering to the business process.

This blog discusses the benefits of implementing the Unified Routing of Microsoft Dynamics 365 Omnichannel for Customer Service, and in future blogs, the author intends to write more about configuring and enabling the Unified Routing engine.