Unified routing

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

The intelligent routing service in Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels, namely case, record, chat, digital messaging, and voice, to the best-suited service representatives. The assignment rules take into account customer-specified criteria, such as priority and skills. The routing service uses AI to automatically classify, route, and assign work items, and eliminates the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations. The various features like percent-based routing, overflow management, and routing to preferred service representatives help optimize the routing of work items to the best-suited service representatives.