Enhance Customer Service with Advanced Prioritization

Enhance Customer Service with Advanced Prioritization (Focusing on cross-queue and in-queue prioritization within Dynamics 365 Contact Center and Customer Service).

Real-time User Journey

The user journey for this feature involves a multi-layered evaluation to ensure the most critical issues reach an agent first:

• Trigger: A customer initiates contact (e.g., starts a voice call or submits an urgent billing case).
• Channel Prioritization: The system recognizes the channel type. In a “Voice-First” configuration, the system prioritizes the live call over an existing chat or email.
• Cross-Queue Evaluation: The system looks at organizational priorities. For example, a Refund queue might be prioritized over a Sales Inquiry queue to improve customer retention.
• In-Queue Refinement: Once the item is in a queue, the system applies “In-queue” rules. If two customers are in the VIP queue, the system evaluates secondary factors like Sentiment (prioritizing an angry customer) or SLA (prioritizing a case near its deadline).
• Agent Assignment: The agent is automatically presented with the highest-priority work item from their combined pool of queues, ensuring they are always working on the most valuable task for the business.

Step-by-Step: How to Enable This Feature

To enable and configure advanced prioritization, follow these steps in the Dynamics 365 Customer Service admin center:

1. Define Attributes: Identify the data points you want to prioritize by (e.g., Customer Value, Sentiment, or Case Severity). Ensure these fields are populated via Unified Routing rules.
2. Configure Cross-Queue Prioritization:
   • Navigate to Routing > Workstream.
   • Define a “Global Priority” for queues (e.g., assign Priority 1 to “VIP Support” and Priority 2 to “General”).
3. Set Up In-Queue Prioritization Rules:
   • Go to the specific Queue settings.
   • Under Assignment Methods, choose New or edit an existing one.
   • Go to the Prioritization tab and create rules (e.g., “Priority = Case Severity * SLA Timer”).
4. Enable Sentiment Analysis (Optional but Recommended): Ensure AI-driven sentiment is enabled so it can be used as a dynamic priority factor in your rules.
5. Assign to Workstreams: Apply these assignment methods to your active workstreams to begin routing live traffic according to the new logic.

Reference

Enhance customer service with advanced prioritization

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/assignment-methods#how-unified-routing-prioritizes-work-items