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| Unified Routing - Omnichannel for Customer Service |
The following is a brief overview of the Unified Routing
process in Dynamics 365.
Work Creation – Work item can be originated and ingested
from Customers via any channel. This can be Voice, SMS Text, Social like Facebook
or Twitter, Chat or Email. This work item gets created as a record in Microsoft
Dynamics 365 and is part of the Channel Workstream in Microsoft Dynamics 365
Omnichannel for Customer Service. The following is a list of Channels that can
be created.
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| Channels in Omnichannel for Customer Service |
Work classification – The first step that Unified Routing
does is to classify the work item. The classification can be based on the
Customer category (Silver, Gold), Urgency (SLA), Skills required, Language etc.
Machine Learning models can be created and applied to classify the work item (I
will be writing about this in a future blog). Classification is an important
task to be able to better understand the work item characteristics and assign
to the specific queue that match the same.
Work Assignment – Once the work is classified the next step
is to assign the work to the right Queue and Agent within the Queue. During the
assignment stage, the work items are assigned to the appropriate queue. You may
have separate queue based on the Customer category (Silver/ Gold) or the type
of work (Request for information, transaction issue, returns) etc.
Once the items is assigned to a Queue the item is prioritized.
This makes sure that the Agents are assigned the high priority item first. Then
the work item is assigned to the agents based on the work characteristics, agent
skills and capability, and the current state of the agent workforce in terms of
availability and workload.
The benefits of using Unified Routing are
1. Matching Customers with the right Agents for first time
resolution
2. Classification of work items using Machine learning models
3. Work item prioritization within a queue
4. Work item assignments based on Agent capacity, presence and
skills
The Unified Routing process helps in managing Customer Service workload for
the organization. There are many set-up and configuration requirements to ensure
that the Unified Routing works and is configured for the business process as applicable
for the organization.
I will write more about configuring and enabling Unified
Routing for Microsoft Dynamics 365 Omnichannel for Customer Service in my
future blogs. Thank you for reading.
Mihir Shah I @mihircrm I 365WithoutCode