Configure queues in Dynamics 365 Contact Center

  • Module
  • 6 Units
Intermediate
Functional Consultant
Dynamics 365

Design a queue strategy that gets every customer to the right customer service representative fast. Configure queue types, classification rules, overflow handling, and assignment methods to eliminate routing bottlenecks and keep your contact center running at peak efficiency.

Learning objectives

After completing this module, you will be able to:

  • Create and manage messaging, record, and voice queues
  • Set up operating hours and overflow handling to manage queue availability and surge conditions
  • Configure queue priority and prioritization rulesets to control work item ordering
  • Select and configure assignment methods to distribute work to the best-suited CSR (Customer Service Representative)

Prerequisites

  • Familiarity with the Dynamics 365 Contact Center admin center
  • Basic understanding of unified routing concepts and workstreams
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