As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. Automated work assignment in Microsoft Dynamics 365 Customer Service can help.
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.
