Route items to queues
Before work is distributed to an agent, it must first be routed to a queue. You can route an item to a queue by using queue routing rules. These rules send work items to the correct queue. Similar to work classification rules, queue routing rules are optional. Unlike work classification rules, where you can potentially create multiple rule sets to accommodate the different needs of your organization, you can only set up one route-to-queue rule set for each workstream.
After you've set up routing rules, as new work items enter that workstream, the system will match the rule conditions that are defined on the rule set along with the operation hours to route the work item to the correct queue.
You can create routing rule sets in the Dynamics 365 Customer Service admin center. After you've selected the workstream that you want to work with, select the Create ruleset button next to the Route to queues section. In the decision list, select Create rule to create a new rule.
Two primary components of a route-to-queue rule are:
Condition - Defines the circumstances when the rule will apply.
Route to queues - Defines which queue items meet the condition that the item will be routed to.
Work with conditions
You can define conditions for route-to-queue rules in the same way that you define conditions for work classification rules. Conditions can be based on the work item or entities that are related to the item.
The following image shows an example of a routing rule that will route any conversations that are submitted by Gold customers to a Gold queue.
If more than one rule matches the required condition, and if the corresponding queues also match the operating hours, then the queue that corresponds with the first rule in the list will be selected for assignment. If none of the queues that correspond with the rules meet the operating hours, then the work item will be assigned to the queue that will be operational at the earliest time.
When no rule condition is matched, or when no rule is defined, the work item will be assigned to the fallback queue.
After you've created the rules, you can change the order in which the rules should be evaluated, search for rules, and view the condition that's been used for each rule by hovering the mouse cursor over the condition. You can also create copies of the rules and update only the necessary information to avoid writing new conditions. You can hover the mouse cursor over a condition to view it without having to navigate to each condition.
