Automated assignment in Unified Routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift responses, presence-based assignment functionality can be used to select and deploy the best available representative for each task.
Service Representative Presence
Presence reflects different stages of availability:
- Available: Not engaged in any customer conversations.
- Busy: Handling some conversations but still has capacity.
- Do Not Disturb (DND): Fully occupied and cannot take more work.
- Offline: Disconnected or logged out.
- Away: On a break but still connected
Dynamics 365 Customer Service updates presence in real time based on capacity utilization and connection status. Representatives can also manually set their presence to reflect availability accurately.
Presence-Based Assignment
Organizations can configure routing to assign work based on presence:
- Option 1 – Allowed Presences: Configure which presence statuses qualify representatives for assignment in a workstream.
- Option 2 – Custom Rules: Define static or dynamic assignment conditions based on presence.
- Example static rule: “Presence must be Available or Busy.”
- Example dynamic rule: “Presence must match one of the allowed presences defined in the workstream.”
Example: Conto Health
-
Scenario 1 – Emergency Chats:
- Requirement: Assign only to fully available representatives.
- Configuration: In Copilot Service admin center, set “Allowed presences” to Available for the Emergency workstream. Scenario 2 – Email Queues:
- Requirement: Prefer Available or Busy representatives; if none are online, assign to others in the queue.
- Configuration: Create a custom ruleset with two rules:
- Assign to reps with Available or Busy presence.
- Broaden criteria to include all reps in the queue if none meet the first rule.
Key Benefits
- Reduced wait times: Customers are connected to the most available reps quickly.
- Improved productivity: Representatives have greater control over workload and availability.
- Consistency: Presence-based assignment ensures accurate, real-time routing across high-volume environments, supporting performance optimization through Enterprise Analytics.
Additional Use Cases
• Detect unavailable reps whose presence automatically switches to Do Not Disturb when capacity is full.
• Configure assignment logic to exclude reps who miss or reject notifications, ensuring work is not routed to them.
Driving Results with Bizalom Group
As a Microsoft focused digital transformation partner, Bizalom Group helps organizations implement, optimize, and scale Microsoft Dynamics 365. Our approach combines strategic advisory, industry aligned solutions, and ongoing optimization to deliver measurable business outcomes.
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