Routing multiple queue items to private queue members
At present, when a single queue item of a private queue is to be routed to a user, the system shows the 'Private Queue User Lookup View' as a default lookup view which shows a filtered list of users belonging to that private queue only.
IDEA: Similar to this behavior mentione...
Ability to set a default queue lookup view
Currently: When a user routes a queue item/case, using the "route queued item" function, the default queue lookup view is set to Business Queues. This queue lookup view does not include all active queues and it includes inactive queues which creates a risk of users routing queue items to inact...
Hello,
This capability has been made available to optimize agent efficiency. You can set up custom views that contain a filtered list of queues. Please refer this documentation for more details - Set up default views for routing dialogs
Thanks,
Prathmesh Todakar
Product Manager, Microsoft.
Ability to push a work item directly to agent inbox without prompting the agent to accept/Reject
This needs to be configurable so that business had a choice to enable/disable the push setting for accept/reject.
Hello,
This capability is available with the setting mentioned in this documentation - Enable conversations to be assigned automatically in Omnichannel for Customer Service | Microsoft Learn.
Thanks,
Prathmesh Todakar
Product Manager, Microsoft
Route to Queue on Omnichannel Agent Transfer
Many times, customers already know which group or queue they'd like to assign an interaction into once they've transferred it to the engagement hub. Rather than setting up a global variable in PVA bot, a variable in the workstream and then a routing rule to handle assigning the item to a queu...
You can make use of route-to-queue rules to achieve this. Please refer to this for more details - Configure route-to-queue rules | Microsoft Learn
Thanks,
PM, Microsoft
Route based on key word received in SMS to allow correct automated message response or team of agents to be assigned
In many products customers can send a key word to the system to get an automated response or to access a particular team of agents. In Omnichannel there is no way to route a message based on the content of the message, the first word or phrase should be detected and allow us to route in a sim...
Make use of work classification to route SMS conversations to the right queue making use of content in SMS. Refer to this documentation for more details - Configure work classification rulesets | Microsoft Learn
Thanks,
PM, Microsoft
Administrator
You can make use of default views for routing dialogs to achieve the expected behaviour. Please refer to this documentation to know more - Link
Thanks