Prioritize Queue over another Queue
It would be nice if it was possible to prioritize a Queue over another Queue.
In the old Omnichannel Administration app, queues have an attribute called "priority", however this attribute is now called "Group Number" and does not act as priority definition.
Ability to configure automated messages on queue level
Today you can control overflow management and operation hours on queue level, but automated messages to be triggered by the two previous functions are still only manageable on channel level.
Problem scenario: We have a use case where one channel routes work items onto three d...
Thanks for your suggestion.We are reviewing this requirement.
Regards,
PM, Microsoft
An out of the box option to create a routing rule based on the CC field of a sender email
It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email...
Assign case to owning team
It would be great if in the classification rules you could set the owning team for the case/work item. In many cases our customers want that the owner is a team, not a customer service agent or other user.
Capacity Profile
Allow more than one profile capacity to be usable on a workstream
Hello,
Thanks for your input!
You should be able to achieve this using the following documentation - Capacity Profiles
Thanks,
Prathmesh Todakar
Product Manager, Microsoft
Ability to restrict work items creation within a queue
Imagine the following structure:
- We have defined a set of queues, with some agents assigned to them, so conversations will be routed properly.
- We have defined a parallel set of queues for internal support (consultation) with some agents assigned too.We have created them as q...
STATUS DETAILSNeeds Votes
Thank you for your feedback. Currently, this is not in our roadmap; however, we are tracking it, and if we get more feedback and votes, we may consider it in the future
Regards,
Product Manager, Microsof
Unified Routing - Rules checks
Hi all,
Currently each Unified Routing rule's conditions can be defined using any fileds on target table work item or related tables to that work item.
Here are some useful checks that can be defined for each of ruke type, as of now Intake rules, Work Classifi...
We have recently introduced a Contact center health check that helps identify common configuration errors, spanning Unified Routing rules as well. Link to public doc: Check your contact center health | Microsoft Learn
The various other checks suggested in this item are currently under review by our product management team. Please continue to add votes, comments and discuss use cases on this thread to help us understand your needs!
Regards,
Product Manager, Microsoft
Please allow skill-based routing for PVA agent transfer with Omnichannel
It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.
You can configure route-to-queue rules for PVA to escalate to the right queues. This should be able to address the scenario highlighted. Please let us know if there are any other requirements you are looking for. Refer - Configure route-to-queue rules | Microsoft Learn
Thanks,
PM, Microsoft
New System setting Email: Set From field as unresolved values if multiple matches are found in Incoming Emails
Microsoft links an incoming email automatically to the first account it notices in CRM with the corresponding email address as it is their opinion that an email address is a unique item in accounts. We don’t share this opinion as several accounts could use the same email address. For ins...
Thank you for your feedback.
We are not considering the suggestion at this time due to the following reason: Accounts and Contacts are modeled to have unique email address, and hence duplicate record detection is auto-triggered whenever you try to save a contact with previously existing contact's email address.
Sincerely,
PM, Microsoft.
Administrator
Thanks for your suggestion. We are reviewing this requirement.
Regards,
PM, Microsof