Kategori: Unified Routing
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Overflow handling in contact centers is usually based on time or volume. A customer waits for a certain number of minutes, or the queue reaches a defined threshold and only then does the overflow action trigger. That works for many scenarios, but it has one important limitation: the customer still has to wait until the…
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Recently, I had the privilege of being invited by one of the Solution Architects from the FastTrack team, to provide feedback on the Omnichannel Chat Deep Dive Review; a specialized asset under the broader Dynamics 365 Success by Design framework. As someone who focuses on helping organizations implement and fine-tune their Contact Center experiences using…