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

By Microsoft · Question Mode

QuestionQ62

Configure work distribution

A company uses Dynamics 365 Customer Service with Workforce management and shift-based routing enabled.

Customer service representatives (CSRs) must receive work only during their scheduled working hours and must not receive work during breaks within a shift.

Configure routing eligibility.

Select
Assign work only during scheduled working hours.
Prevent work assignment during breaks within a shift.
Explanation

Shift bookings establish each CSR’s scheduled working period for shift-based routing. Activity types represent portions of a shift, including breaks, and can control routing availability so work is not assigned during those periods.

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