Microsoft Dynamics 365
conversation getting routed to available agent when customer comes back.
on 4/26/2023 4:21:59 AM
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported OOB. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. Migrate to Customer Service workspace | Microsoft Learn
For any questions, feel free to reach out to Fast Trach or Customer Success teams.