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Unified Routing Partner Workshop - Route emails and cases using Unified Routing
Microsoft Dynamics 365 Customer Service
Overview
This video explains Unified Routing in Dynamics 365 Customer Service, a system designed to automatically assign work items like emails and cases to the most suitable agents. It details how unified routing uses rules and machine learning to consider factors such as agent skills, availability, customer entitlements, and sentiment to ensure efficient and effective customer support. The process involves several stages: intake rules, classification, routing to queues, and final agent assignment, all managed through the Customer Service Admin Center.
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Chapters
- Unified Routing automatically assigns work items to the best-suited agent using rules and machine learning.
- It considers agent skills, availability, customer journey, urgency, and more for optimal assignment.
- The system transforms how organizations manage and assign incoming customer service requests.
Understanding unified routing is crucial for optimizing agent workload and improving customer satisfaction by ensuring queries are handled by the most qualified personnel.
Assigning a new work item to an agent based on their specific skills and current availability.
- Admins manage agents, skills, and proficiencies from a centralized user management hub.
- Capacity profiles and assignment blocking features allow for effective workforce optimization.
- Agents can be dynamically moved across queues and skills to respond to changing demands.
Proper agent and skill configuration is the foundation of unified routing, ensuring the system has accurate data to make intelligent assignment decisions.
Adding three agents (Sarah, Maria, Finn) with varying skills and capacity profiles, and assigning them to multiple queues.
- Unified routing supports multi-channel interactions (email, chat, voice) through a unified setup.
- Workstreams act as containers for all configurations related to a specific channel, including routing logic.
- Intake rules direct incoming work items to the appropriate workstream for processing.
This setup ensures that all customer interactions, regardless of channel, are managed consistently and efficiently within the unified routing framework.
Creating a record channel for 'Ken toSo Health' for the case record type, with intake rules directing incoming emails to the 'Ken toSo Health casework stream'.
- Classification rules enrich incoming conversations with metadata for better routing.
- These rules can identify issue types, customer language preferences, sentiment, and customer entitlement tiers.
- Machine learning models can be used to predict sentiment from email content.
Enriching work items with detailed information allows for more precise routing, leading to faster resolution times and improved customer experiences.
Rules that identify issue type (prescription vs. insurance), customer language (English vs. Spanish), sentiment (positive vs. negative), and customer tier (premium, Tier one, general).
- Routing rules direct work items to specific queues based on classification criteria (e.g., sentiment, customer tier).
- A fallback queue handles work items that don't match any defined routing rules.
- The assignment stage uses skill-based routing, matching agents to work items based on proficiency, availability, and capacity.
This stage ensures that work items are directed to the correct specialized queues and then assigned to the agent with the best combination of skills and availability.
Routing emails from premium customers with negative sentiment to an 'urgent queue', positive sentiment to a 'regular queue', and all others to a 'general queue'.
- Gabriel's email is converted into a case and processed through the unified routing stages.
- Diagnostics show the email was routed to the correct workstream, classified with required skills (Spanish, insurance), and sentiment detected.
- Based on his 'general customer' status and classification, the case is routed to the 'general queue' and assigned to Sarah, who has the necessary skills and capacity.
This concrete example demonstrates how all the configured rules and stages work together in real-time to successfully assign a customer query to the most appropriate agent.
Gabriel's email about healthcare plans, identified as needing Spanish language and insurance skills, with slightly negative sentiment, is routed to the general queue and assigned to agent Sarah.
Key takeaways
- Unified Routing leverages agent skills, availability, and customer context to automate work item assignment.
- Effective configuration of agents, skills, and capacity profiles is essential for successful unified routing.
- Workstreams consolidate all channel-specific routing and distribution settings.
- Classification rules enrich work items with crucial data points like sentiment and customer tier, enabling precise routing.
- The routing process moves from broad intake rules to specific queue assignments and finally to individual agent allocation.
- Unified Routing supports multi-modal customer interactions, ensuring agents aren't overloaded across different channels.
- The system can dynamically adjust routing rules, such as relaxing skill matching during high-demand periods.
Key terms
Unified RoutingWork ItemAgent SkillsCapacity ProfilesAssignment BlockingWorkstreamIntake RulesClassification RulesMachine Learning ModelQueueSkill-Based RoutingFallback Queue
Test your understanding
- How does unified routing determine the 'best suited' agent for a work item?
- What are the primary benefits of using capacity profiles and assignment blocking for agents?
- Explain the role of a 'workstream' in the unified routing process.
- How do classification rules contribute to the effective routing of customer emails?
- Describe the sequence of stages involved in assigning an incoming email to an agent using unified routing.