Using diagnostics in order to optimize call center routing

by Admin Admin

Smooth and properly configured routing has undeniable benefits in terms of optimizing maintenance workload and increasing efficiency. The business module can change, scale, and the original routing infrastructure becomes more complex. Updates to Unified Routing in Dynamics 365 Customer Service make it much easier to manage these processes.

Common Routing Steps for Classification and Assignment

Thanks to the unified routing architecture, it is possible to configure routing in stages and apply individual settings at each stage. At the stage of classification, it is possible to create rules affecting customer data for analytic purposes. In addition, at the classification stage, it is possible to apply smart search and forecasting. All of these algorithms are based on machine learning. Insights are needed during the prioritization phase: a work item is assigned to the most appropriate agent or queue for resolution.

Each incoming work item is processed according to rules. This is necessary for the work item to be assigned to the best agent. For each item, you can see the classification, how the priority, value and queue were assigned.

How to Solve Problems Using Unified Routing Diagnostics

When there is a problem with this routing setup, you use diagnostics to get insights into what might be wrong. You can see why certain work items are taking longer to assign, and you can also see why an item could be incorrectly assigned. More information: Diagnostics for unified routing

If you experience routing problems, you can use diagnostics to determine the cause. This will help you understand the problem. Previously, only the Customer Service Hub or the Omnichannel admin center app had access to diagnostics. That is, only an administrator could create and edit rules, view diagnostics, search for incorrect routes in general - optimize routing settings.

In operational mode, however, managers are responsible for performing operations, configuring queues and agents. Managers can have problems, and if previously only administrators had access, now also managers now have access to historical analysis for unified routing. Analysts need more tools to understand the root of the problem.

In order to resolve this problem, supervisors gained access to diagnostics. They can now not only manage items in queues, but also view the routing settings for a specific work item, and report problems to the administrator, suggesting customization improvements.

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