Dynamics 365 Customer Service unified routing historical analytics

Unified routing in Dynamics 365 Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents.

Historical analytics for unified routing helps supervisors, customer service managers, administrators with insights into the effectiveness of the routing configurations. Using these analytics, they can optimize their routing strategy to improve their customer satisfaction and workforce efficiency.

Learn more: https://docs.microsoft.com/dynamics36...

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