Add "Hourly" as an option of Reset Frequency of the Capacity Profile
Current Challenge:
We have observed that when an agent is the first to log in and becomes available in D365 after off-hours, they receive all the accumulated cases from the queue. This results in an unfair workload distribution, effectively "punishing" the first agent wh...
STATUS DETAILS
New
Enhance Overflow Handling Actions to Support "Transfer to Another Workstream"
We would like to propose an enhancement to the current overflow handling functionality in Dynamics 365 Customer Service.
Current Limitation:
At present, overflow handling supports only two actions:
- Assign to queue anyway
STATUS DETAILS
New