Shivani Sugandha articles

Shivani Sugandha
Program Manager, Dynamics 365 Customer Service

Improve CSAT by connecting customers to agents using automatic assignment in unified routing 

Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue. Precise automated assignment directly impacts key KPIs like first call resolution, customer satisfaction, and agent satisfaction.