AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ11

Configure work distribution

A company supports multiple communication channels. Customer service representatives (CSRs) handle multiple work items at the same time based on configured workload limits.

The company must control how CSRs handle workload across channels. The solution must:

  • Limit how much work a CSR can handle at one time.
  • Prevent CSRs from receiving new work items until their conversations are closed.

Configure workload management for the CSRs. Each configuration may be used once, more than once, or not at all.

Drag & Drop
Define concurrent workload limit.
Prevent new work until conversations are closed.
Explanation

A capacity profile defines the types and amount of work a CSR can take, including concurrent capacity. The workstream’s block-capacity-for-wrap-up setting retains the CSR’s consumed capacity during wrap-up; with Always block, it remains consumed until the conversation is closed. Queue priority affects routing order, and persona mapping does not set capacity.

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