Smarter Shift-Based Routing: Elevating Contact Center Efficiency with Dynamics 365
Ensuring timely and high-quality support goes beyond having skilled representatives. It necessitates intelligent, real-time task assignments that align with agents’ availability. Microsoft’s latest enhancement to Dynamics 365 Contact Center introduces shift-based routing, a feature designed to optimize this very aspect.
What is Shift-Based Routing?
Shift-based routing is an advancement in unified routing within Dynamics 365 Contact Center. It assigns customer interactions based on the scheduled shifts of service representatives. By considering agents’ working hours, the system ensures that tasks are directed to available personnel, enhancing responsiveness and service quality.
Key Benefits
– Enhanced Efficiency: By aligning task assignments with agents’ schedules, organizations can reduce response times and improve customer satisfaction.
Optimized Resource Utilization: Ensures that agents are neither overburdened nor underutilized, leading to better workload distribution.
– Improved Employee Experience: By respecting agents’ schedules, it fosters a more balanced work environment, potentially reducing burnout and turnover.
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Broader Impact
This feature is part of Microsoft’s ongoing efforts to enhance workforce engagement management within Dynamics 365 Contact Center. By integrating shift-based routing, organizations can achieve a more responsive, efficient, and employee-friendly contact center operation.
For a deeper dive into configuring shift-based routing and its benefits, explore the official Microsoft Dynamics 365 blog post.
