Describe work allocation capabilities

  • Module
  • 6 Units
Beginner
Business User
Dynamics 365 Contact Center

Learn how Dynamics 365 Contact Center uses queues, workstreams, and routing to manage and assign work efficiently across channels.

Learning objectives

After completing this module, you will be able to:

  • Explain how queues organize and hold incoming work.
  • Describe how workstreams define work types and rules.
  • Understand how unified routing assigns work using AI-driven logic.
  • Identify how these capabilities improve workload balance and service delivery.
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