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

By Microsoft · Question Mode

QuestionQ96

Configure work distribution

A company configures a chat workstream and queue. The company must be able to:

  • Capture a customer region.
  • Restrict routing to selected customer service representatives (CSRs).

You need to configure the workstream and queue. How should you perform these configurations?

Select
Capture customer region.
Restrict routing to select CSRs.
Explanation

A context variable captures conversation-specific information such as a customer’s region and makes it available to routing logic. Queue membership limits the agents eligible to receive work routed to that queue, so assigning only the selected CSRs to the queue restricts routing to them.

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