Route work items to preferred agents


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 Aug 31, 2022 - Oct 2022

Business value

With preferred agent routing, organizations can provide hyper-personalized service and foster deeper relationships with the customers. This can help improve customer satisfaction by connecting them with a familiar service agent and providing personalized service to the customers with relevant and journey-aware interactions.

Feature details

With the proposed feature, the administrators will be able to do the following:

  • Set up the preferred agents for customers.
  • Configure their organization to assign work to the preferred agent if available.
  • Select the assignment logic if the preferred agent is unavailable.

Image showing the setup and mapping of preferred agents.

See also

Configure routing to preferred agents (docs)