How to set up unified routing

In this article, we'll take you through the high-level process of configuring unified routing in Customer Service admin center.

Note

We recommend that you familiarize yourself with the UI because you'll perform the steps and procedures on different pages.

Prerequisites

The following prerequisites are applicable:

  • The latest release of Customer Service must be installed. More information: What's new in Customer Service
  • The System Administrator role to set up unified routing for records and work items.
  • To route records, you must enable the record for routing using the records channel configuration. More information: Records routing

Set up unified routing for records

The sequence of the tasks that you'll need to perform for setting up unified routing are outlined in the following table.

Step Task Description
Step 1. Provision unified routing for Customer Service Turn on unified routing in Service Configuration Settings.
Step 2.
  1. Create users in Microsoft 365 admin center
  2. Set up the user as a bookable resource
Create users in Microsoft 365 and configure them in Customer Service.
Step 3. Create and manage queues for unified routing Set up queues in advanced queues section and add users.
Step 4. Set up unified routing for records Configure a record for routing.
Step 5. Create workstreams for record routing Configure a workstream for record routing
Step 6. Enable routing diagnostics Turn on routing diagnostics

Try the runtime experience in Customer Service workspace

Make sure that you have the Customer Service Representative role to try the runtime experience and do the following:

  1. Perform the steps in Create a case.
  2. Go to the case details page, and select Save & Route on the window.

Set up unified routing for channels

The high-level process to set up unified routing for a channel is as follows.

Step Task Description
Step 1 for configuring users.
  1. Create users in Microsoft 365 admin center
  2. Set up the user as a bookable resource
Create users in Microsoft 365 and configure them in Customer Service.
Step 2. Create a workstream for unified routing Create a workstream for routing conversations
Step 3 for configuring queues. Create and manage queues Configure queues for conversations
Step 4 for configuring routing rules. Configure routing rules Configure routing rules for conversations
Step 5 for assignment rules. Configure assignment rules Configure assignment rules for routing conversations.

Additional settings

Optionally, you can configure the following settings.

Task Description
Configure and publish the skill model to use machine learning work classification. More information: Set up intelligent skill finder model To route records and work items from channels
Configure capacity profile to use capacity profile-based classification. More information: Create and manage capacity profiles To route records and work items from channels

See also

Overview of unified routing
Set up unified routing for records
Set up skill-based routing
Manage capacity profiles
Export and import configuration data for the record channel
Export import data for the live chat channel
FAQ on unified routing