Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift response to customers, organizations can use the presence-based assignment functionality to select and deploy the best available service representative for the work. This blog talks about a few scenarios wherein we can make use of presence-based assignments. 

Service representative presence

The availability indicator, or presence, represents different stages of service representative availability: 

1. Available: Not engaged in any customer conversations. 

2. Busy: Managing a few customer conversations but still has capacity for more. 

3. Do Not Disturb: Fully occupied with customer conversations and cannot take any more. 

4. Offline: Service representative is disconnected or logged out from the customer service platform. 

5. Away: Indicates the service representative is on a break but still connected to the customer service. 

Dynamics 365 Customer Service updates the service representative’s presence in real time based on their capacity utilization and connection status. Additionally, service representatives can also set their presence manually to accurately reflect their availability. 

Presence based service representative assignment

Organizations can use these presence statuses to choose the appropriate service representative for a customer query. Depending on their business use cases, they can configure the routing system to select service representatives who are either fully available, those with some capacity, or simply those who are online (excluding service representatives with away or offline statuses).

Option 1: By utilizing the Allowed presences setting in the workstream, they can configure which presence statuses qualify service representatives for work assignment.

Option 2: Organizations can also write custom assignment rules and set assignment conditions based on the service representative’s presence. Conditions can be static, such as “Service representative presence should be available or busy.” They can also be dynamic, like “Service representative presence should match one of the allowed presences defined in the workstream.”

Note: The default assignment methods such as Highest Capacity, Advanced Round Robin, and Least Active Routing (for voice queues) automatically select service representatives whose presence aligns with the allowed presences list.

Example of presence-based assignment

Sara is a director of customer service at Contoso Health, managing a large support organization that serves more than 20 product lines and includes over 5000 service representatives globally.

Scenario: Sara wants to assign ‘Emergency’ chats to service representatives who are completely available to ensure quicker resolution.

Configuration: ‘Allowed presences’ setting in the Copilot Service admin center to specify that only service representatives with the ‘Available’ presence status can be assigned the chats from the ‘Emergency’ workstream.

Scenario: For the email queues, Sara prefers to select service representatives who are online. If none are available, the system should then consider other service representatives in the queue.

Configuration: Sarah sets up a custom assignment ruleset for the email queue. In the first rule, she specifies that only service representatives with a presence status of ‘Available’ or ‘Busy’ should be considered. In the second rule, she broadens the criteria to allow assignment to any service representative in the queue, regardless of their presence.

Additional use cases: Sara can easily detect unavailable representatives whose presence status automatically switches to Do Not Disturb (DND) when their capacity is fully utilized. Additionally, she can also configure the system to update representative’s availability based on their response to assignment notifications and prevent work from being assigned to the ones who miss or reject these notifications. Refer to Missed or Reject notification features for more details.

In a world of high-volume customer service requests, organizations can use presence-based assignment to match incoming work with the most suitable service representatives, while steering clear of unavailable or offline ones. Leveraging this capability also enhances the service representative productivity by offering them greater control over their availability and workload management.

Learn more  

For more information about unified routing, automated assignment, and service representative presence in Dynamics 365 Customer Service, read the documentation:  

• Overview of unified routing | Microsoft Learn 
• Assignment methods for queues | Microsoft Learn
• Manage presence in Dynamics Customer Service | Microsoft Learn

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Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and manage service rep activities effectively, leading to improved performance and customer satisfaction. 

This powerful Contact Center feature allows supervisors to track the adherence of service representatives to their scheduled shifts. It provides real-time visibility into whether representatives are adhering to their assigned schedules, including breaks, training, and other activities. 

Key features of the Adherence Tracker 

• Real-time monitoring: Real-time adherence monitoring involves continuously tracking service representatives’ activities against their scheduled bookings for the current day. This enables supervisors to quickly identify and address deviations, ensuring optimal productivity and compliance with schedules. 

• Metrics: Track adherence percentage, total scheduled time, time in current state, and time out of adherence. 
• Adherence Tracker: Use a visual Gantt chart to show reps’ activities on a timeline with near real-time data for immediate oversight. 
• Integration with Schedule Calendar: The Adherence Tracker seamlessly integrates with the service rep Schedule Calendar. It provides a comprehensive view of adherence alongside scheduled activities. 

Benefits of using the Adherence Tracker 

• Improved performance: By monitoring adherence in real time, organizations can ensure that service representatives are consistently available during their shifts. Consequently, contact centers see improved performance and customer satisfaction. 

• Enhanced accountability: The tool promotes accountability among service representatives by providing visibility into their adherence to schedules. 

• Data-driven insights: Detailed reporting and analytics help organizations identify patterns and areas for improvement, enabling data-driven decision-making. 

• Operational efficiency: Actively tracking adherence and taking timely corrective actions help prevent adherence issues from impacting service operations. As a result, contact centers experience smooth and efficient workflows. 

The Adherence Tracker in Dynamics 365 Contact Center is an essential tool for organizations looking to boost their team’s performance and maintain high standards of customer service. By providing real-time monitoring, this feature empowers supervisors to manage service reps effectively and drive continuous improvement. 

Learn more 

To learn more, read the documentation: Use the real-time adherence tracker | Microsoft Learn 

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Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for shift swapping and shift bidding, empowering service representatives with greater control over their schedules while helping managers easily manage staffing. 

Shift swapping 

Shift swapping enables service representatives to exchange shifts with their colleagues, providing additional flexibility in managing their schedules. This feature helps representatives accommodate unexpected changes in their availability while ensuring that service operations remain uninterrupted. 

Shift swapping can be private, where a representative trades directly with another colleague, or public, where a representative posts the shift to the entire team and anyone interested can offer the trade. 

How shift swapping works

1. Shift exchange request: A service representative initiates a shift swap request with a colleague (private) or posts the shift to the team (public). 

2. Approval workflow: The colleague reviews the request and approves or declines the swap (private) or team members offer the trade (public). 

3. Supervisor approval: Supervisors review the swap request to ensure it aligns with operational requirements and approve or decline the swap. 

4. Schedule update: Approved swaps are automatically updated in the service representative’s schedule calendar. 

Shift bidding 

Shift bidding allows service representatives to bid for preferred shifts based on their availability and preferences. This feature promotes flexibility and employee satisfaction by letting them choose shifts that best align with their personal needs. The bidding process is transparent and fair, ensuring that all representatives have an equal chance to secure their desired shifts. 

How shift bidding works

1. Shift availability: Supervisors create and publish available shift plans for bidding. 

2. Bidding process: Service representatives submit their bids for preferred shifts within the specified timeframe. 

3. Approval: Supervisors review the bids and approve shifts based on the business conditions. 

4. Schedule update: Approved shifts are automatically updated in the service representative’s schedule calendar. 

Benefits of shift bidding and swapping 

• Enhanced flexibility: Shift bidding and swapping provide service representatives with greater control over their schedules. This results in better work-life balance and job satisfaction. 

• Improved productivity: By allowing representatives to choose and exchange shifts based on their availability, organizations can ensure that their workforce is motivated and productive. 

• Operational efficiency: The transparent and streamlined processes for shift bidding and swapping help supervisors manage schedules effectively. Consequently, they can ensure adequate coverage for the shifts. 

With shift bidding and swapping in Dynamics 365 Contact Center, organizations can effectively balance operational efficiency with employee needs. These capabilities not only promote workforce agility and satisfaction but also support consistent service excellence, creating a dynamic and responsive work environment. 

Learn more 

To learn more about agent shift bidding and swapping in Dynamics 365 Contact Center, read the documentation:  

• Use shift bidding to select shifts | Microsoft Learn 

• Use shift swapping | Microsoft Learn 

The post Empower your Contact Center workforce with shift bidding and swapping appeared first on Microsoft Dynamics 365 Blog.

Managing time-off requests efficiently is crucial for maintaining a balanced and productive work environment. Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This streamlined process offers representatives clear visibility into their leave status, helping managers balance workforce coverage while accommodating employee preferences. 

Configure time-off types 

Using the time-off request management features in Dynamics 365 Contact Center, organizations can now configure various leave types required for their business, such as Paid Time Off (PTO), Unpaid Leave, Sick Leave, Personal Leave, etc. Organizations can name and categorize these time-off types, providing flexibility in how time away from work is tracked and reported. This ensures consistency in scheduling and helps supervisors manage coverage effectively. 

Submit leave requests with ease 

Service representatives can quickly initiate leave requests directly within their schedule calendar view. Also, they can specify leave types, durations, and additional relevant details. This straightforward time-off submission process reduces administrative burden, allowing representatives to concentrate on their core responsibilities. 

Transparent approval workflow 

The features also include a clear and efficient approval workflow. Managers receive immediate notifications of pending requests. Then, they can review, approve, or decline these requests directly from within Dynamics 365 Contact Center. This transparent process enables managers to swiftly assess staffing implications, maintain optimal workforce coverage, and promptly communicate decisions. 

Real-time status updates and notifications 

Service representatives receive instant communications via email or notifications within the Dynamics 365 app regarding the status of their leave requests—whether approved, pending, or declined. This real-time clarity allows representatives to effectively plan their schedules, manage expectations, and remain informed about their upcoming absences. 

Calendar visibility 

The integrated schedule calendar shows approved time-off requests automatically. This provides both employees and managers with a comprehensive overview of scheduled absences. This integration facilitates proactive planning, helps teams smoothly manage workload adjustments, and ensures consistent service delivery. 

Benefits of time-off request management 

• Improved work-life balance: By providing a straightforward process for requesting time off, Dynamics 365 Contact Center helps service representatives maintain a healthy work-life balance. 

• Enhanced productivity: Efficient management of time off requests ensures that representatives are well-rested and motivated, leading to improved productivity and performance. 

• Operational efficiency: The approval workflow and calendar integration help supervisors manage team schedules effectively, ensuring that service operations run smoothly even during periods of high demand. 

Time-off request management in Dynamics 365 Contact Center provides service representatives with simplified processes, clear approval workflows, and comprehensive calendar visibility. Managers benefit from tools that ensure balanced coverage, maintain operational efficiency, and boost employee engagement. This holistic approach to time-off management significantly contributes to a productive and harmonious workplace. 

Learn more 

To learn more about time-off requests in Dynamics 365 Contact Center, read the documentation: View and take action on time-off requests | Microsoft Learn 

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