Hello Everyone,
Today I am going to share my thoughts: use overflow for lengthy wait times for work items dynamics 365 customer service.
Let’s get’s started.
Overflow handling in Dynamics 365 Customer Service can be a lifesaver during peak demand or when agents are unavailable.
Here’s how it works:
1. Set Wait Time Limit: Administrators can define a reasonable wait times limit for work items in a queue.
When a work item exceeds this limit, it’s marked for overflow.
2.Contingency Plan: If the wait time is exceeded, you can set up a contigency plan, For Instance, you might automatically transfer the work item to another queue with more available agents who can address the customer request.
3. Overflow Evaluation: Overflow conditions are evaluated before a work item is added to the queue. This ensures that customers who wait too long receive timely assistance.
Remember, overflow handling helps manage both surge conditions and after-hours calls, ensuring better customer satisfaction.
That’s it for today.
I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days