Routing and work distribution enhancements
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts | - | - |  Apr 1, 2020 |
Business value
Manual intervention in automated systems can be necessary when the volume of support issues fluctuates unexpectedly. The configuration of routing rules based on extended attributes and manual selection of additional work are important capabilities for achieving operational efficiency in a push-based work distribution model.
Feature details
The following capabilities are added to routing and work distribution in Omnichannel for Dynamics 365 Customer Service:
- Agents and supervisors can pick cases manually, thereby allowing for self-regulation and decompression of the backlog in environments that are configured for automated push workstreams.
- Agents can pick urgent work items even when their capacity is full.
- Agents can pick work items without having to wait for the system to automatically assign.
- Organizations can define rules based on related level 1 attributes when configuring skill attachment or other routing rules.
See also
Work distribution management (docs)