Dynamic assignment rules based on record values

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Apr 2021

Business value

Assignment rules for queues determine how work items can be assigned to available agents. Custom assignment rules can be configured according to the business requirements. Dynamic assignment rules simplify the assignment scenarios by allowing for comparisons between the assignment parameters and incoming work item fields.

Feature details

An assignment rule represents a set of conditions that is used to filter agents and sort them after they match the criteria. During runtime, the assignment rule on the top is evaluated first.

The dynamic assignment rules help assign work items to the best-suited agent by matching the work item requirements against the corresponding agent’s capabilities dynamically. For example, if a rule has the condition preferred customer type equals conversation contact membership level, then, in this rule, the preferred customer type of every agent will be matched against the dynamically calculated membership level of the customer associated with the work item. Dynamic matching reduces the effort of having to write and maintain multiple static rules for each permutation and combination of the possible values.