Dynamics 365 Customer Service unified routing diagnostics

Описание к видео Dynamics 365 Customer Service unified routing diagnostics

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.

Routing diagnostics help organizations understand the path a work item takes when it enters the routing system. Previously, only administrators had access to diagnostics, but now supervisors can use them to troubleshoot the routing system and ensure work items are being routed correctly.

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

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