Effort estimation for use in intelligent classification of incoming work items in unified routing
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 4, 2021 |
- | - |
Business value
Service requests may originate from any channel an organization supports to receive incoming support requests (work items) from customers. To ensure that the request is assigned to the most appropriate agent, work items must include the right details. In the work item classification stage, the rules and machine learning models can be used to add information on the work item, which can then be used to find the best-suited agent.
Feature details
Intelligent classification ensures that an incoming customer support request (or work item) has the best information available to route it to the correct queue or agent. The key benefits of intelligent classification are as follows:
- Minimizes the overhead in creating and maintaining logical routing rules.
- Brings data-driven approach towards routing by using the runtime "actuals" to predict the values.
- The classification evolves over time as new data is produced and organic changes in customer service are automatically reflected in the routing system.
By building on the capability of the intelligent skill finder in unified routing, this wave will include support for other machine learning-based rules for classification. This includes effort estimation to understand the time required to address the work items and then route them to agents with the correct bandwidth.
See also
Classify incoming work items with effort estimation in Unified Routing (video)
Use effort estimation model in unified routing preview (docs)