Sai Sandeep Yelchuri posts

Senior Product Manager

May 19

1 min read

Enhance supervisor visibility by monitoring waiting chats

In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details.
May 16

3 min read

Use presence-based assignment to reduce customer wait time

Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives.
November 16, 2023

2 min read

Enhance agent utilization and engagement with least active routing

Organizations want to get the best out of their agents by maximizing their utilization, distributing work evenly, and providing enough breaks between calls.
November 3, 2022

2 min read

Use percentage-based routing to load-balance customer service requests

Unified routing in Microsoft Dynamics 365 Customer Service provides capabilities to connect customers to the best agents.

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Enhance supervisor visibility by monitoring waiting chats

Use presence-based assignment to reduce customer wait time

Enhance agent utilization and engagement with least active routing

Use percentage-based routing to load-balance customer service requests

Get started with Dynamics 365