Allison Huang

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 who logs in.

Proposed Improvement:

By configuring a capacity profile with a defined work item limit per hour, we can prevent a single agent from receiving all cases at once. This setting, when paired with a round-robin assignment approach, will help distribute cases more evenly among available agents and ensure a fairer workload balance.

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:

1. Assign to queue anyway
2. Transfer to a different queue

While these are helpful in some scenarios, they do not fully support complex routing needs, particularly when different workstreams are used to manage cases by function, region, or product line.

Proposed Enhancement:

Introduce a third overflow handling action:

➡️ Transfer to another workstream

Use Case:

In our environment, we route and assign cases based on specific business rules configured within each workstream. When a workstream reaches capacity, we need the ability to transfer the case to another workstream, where it can be re-evaluated and routed accordingly based on that workstream's own rules and capacity model.

Benefits:

• Supports more flexible and intelligent routing
• Enables more scalable and maintainable queue management
• Aligns with real-world operational models for large support teams

We believe this addition would be a valuable improvement for many organizations with multi-region or multi-functional support structures.