I’ve just lately began utilizing Microsoft’s “Omnichannel Admin Heart” app to configure Dynamics 365 Omnichannel for Buyer Service. This replaces our earlier app to manage Omnichannel for Buyer Service. The brand new app accommodates many options related with Unified Routing. Some I’m nonetheless experimenting with! However one characteristic I’ve already used to nice impact is the brand new routing diagnostics choice. I’ll clarify how on this put up.

A key idea with Omnichannel is the concept we might want to route the correct conversations to the correct brokers. This begins off as a easy principle however within the real-world can rapidly turn out to be very advanced as you add extra channels, queues and complexities reminiscent of expertise based mostly routing and extra. That is the place the brand new diagnostics choice comes into play that can assist you perceive what has and hasn’t occurred on account of your routing configuration.

For instance, I just lately needed to route circumstances information to my brokers. This was easy sufficient however I wanted to solely route excessive precedence circumstances and I needed to make sure the proper queue was used and for good measure I additionally routed based mostly on agent expertise. This was a fairly advanced requirement however truly fairly typical of these real-world eventualities talked about above.

The “file routing” choices within the new fashion admin heart have modified barely in order I created my routing config my circumstances didn’t route as I anticipated. (All due to consumer errors on my half!) However this become my first probability to make use of the brand new routing diagnostics choice.

The diagnostics choice is related with Unified routing and will be present in two locations! Firstly you can see it within the Omnichannel as proven beneath. However you can even discover it within the Service Administration space of the customer support hub.

Initially the diagnostics is not going to be operating, so your first activity possibly to show them on. As soon as that has been carried out everytime you attempt to route a dialog or file to considered one of your brokers a file will likely be created within the diagnostics view.

For instance, beneath you’ll be able to see that I’ve routed a buyer dialog on my portal. On this instance the chat wasn’t routed on to a human as from the chat widget in query I routed to my BOT as a substitute.

The diagnostics let me see {that a} dialog was began. The standing of “agent task – accomplished” signifies that the routing course of accomplished and the dialog was assigned to an agent. (On this case a digital agent!) I can even see which workstream was used and which queue the dialog ended up on. As I discussed in the beginning simply figuring out your workstream and queue sounds easy however with many energetic workstreams and queues simply understanding which conversations ended up on which queues is important.

Lets return to my preliminary concern of routing case information. As I used to be establishing my workstream and routing guidelines I hit a number of points!

My precise outcomes are proven beneath. You’ll be able to see that it took me 5 makes an attempt to get my routing precisely proper.

In my first two checks I hadn’t accurately outlined which information I needed to route. The “Consumption guidelines” had been finishing however the results of these didn’t route my case to a workstream or queue. My third try improved as my case was routed to my case workstream however it ended up on my default queue. Technically this had labored however wasn’t the outcome I needed.

Take a look at 4 was consumer error. No matter I did to enhance my routing was a mistake because it went again to not making an attempt to route my case! However with take a look at 5 you’ll be able to see that I lastly received issues proper and my case routed my right workstream and queue.

So simply having this high-level info of how far the routing received and which workstream / queue my case ended up on actually helped me see the errors I’d made.

However there’s extra …. Rather more!

Under you’ll be able to see that I’ve opened one of many diagnostics information created by my checks. Right here I can see rather more helpful info. This information will present you precisely what has occurred and needs to be actually worthwhile in figuring out any points.

You’ll be able to see that I’ve a variety of “tabs” which clarify the main points of what occurred at every stage within the routing course of. I even have a abstract tab which truly would possibly present you many of the info wanted!

When “one thing” is routed a number of levels are utilized on order. Relying in your routing setup some or all of those might apply. The levels are;

  1. Consumption – consumption checks any situations and routes your merchandise to a workstream.
  2. Classification – chances are you’ll use a ruleset to categorise how the merchandise is to be routed. In my instance I categorised objects based mostly on talent ranges.
  3. Path to queue – subsequent the ruleset will route your merchandise to a queue
  4. Prioritization – deciding on an agent from the queue has a prioritization ruleset you will note which rule set was used right here. (Observe: I simply used a easy technique of routing based mostly on agent capability, so this stage wasn’t wanted. However prioritization is likely to be carried out on a primary in first out foundation or possibly it may very well be based mostly on created on date or possibly my circumstances may have been prioritised based mostly on their SLA.)
  5. Task choice – As I used to be all the time routing based mostly on capability I didn’t want this stage. However I may have conditionally assigned to brokers based mostly on a number of different strategies together with a “spherical robin”, “capability”, “proficiency” and extra.
  6. Task – lastly an agent is assigned based mostly on the chosen task technique. (Discover mine is predicated on capability!)

I assume our purpose is to finally find yourself with the task stage finishing! Alongside the way in which the routing may cease or you would find yourself diverting the merchandise to an incorrect queue and many others. (As I did!)

When viewing the abstract when you establish that any stage didn’t work as anticipated you’ll be able to open a tab particular to that stage to see precisely what rule was utilized. For instance, beneath you’ll be able to see that in my consumption I solely route circumstances which have a excessive precedence. Certainly one of my many preliminary errors was I’d received this situation unsuitable so my circumstances weren’t being routed to the subsequent stage as anticipated. The diagnostic instrument allowed me to see precisely what was occurring as circumstances had been created and I rapidly managed to repair this situation.

Hopefully you agree that having this diagnostics choice to know the way you Omnichannel routing (Unified routing) is working is a vital instrument. I’m already questioning how I beforehand configured my routing with out such a instrument!

You’ll be able to learn the Microsoft documentation in regards to the diagnostics for unified routing here. Take pleasure in!


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