Unified routing and work distribution
These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).
Organizations can leverage the unified routing and work distribution capabilities to route work items originating from channels like Chat for Dynamics 365 and messaging as well as entities like Case to different customer service support teams within the organization. Through the configuration interfaces, organizations can tightly define the work profile that their agents are supposed to handle. During run time, the system will automate the flow of work to various agents based on their capacity and availability.
The unified routing and work distribution system ensures that the right task is assigned to the right agent.
Case and other entities will be enabled for omnichannel routing and work distribution in release wave 2. For more details, see Unified routing.