![Dynamics 365 Customer Service – Use shift bookings to assign conversations [MC1060311]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-everson-mayer-478307-1481309-1024x683.webp)
Message ID: MC1060311
We are announcing the Shift based routing feature in Dynamics 365 Customer Service. This feature enables unified routing to ensure that tasks, such as calls and chats, can be assigned to service representatives only when they have been scheduled to work as per their shift bookings. This feature will reach general availability on April 24, 2025.
How does this affect me?
This feature enables the routing system to adhere to workforce management schedules.
Key capabilities:
- Administrators can enable unified routing to support assignment of conversations based on shift bookings created in Dynamics 365 or imported from non-Microsoft workforce management solutions.
- Service representatives will be assigned conversations for the time periods only when they are scheduled for "working" type bookings. They won’t receive assignments during breaks and training sessions and won’t need to manually reset their presence to avoid assignments.
What do I need to do to prepare?
This message is for awareness and no action is required.
Source: Microsoft
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The recent announcement regarding the Shift-based routing feature in Dynamics 365 Customer Service is set to bring some significant changes that will benefit both admins and service representatives alike. With the implementation of this feature on April 24, 2025, we can expect a more organized and efficient way of managing customer interactions.
For administrators, the ability to enable unified routing based on shift bookings is a game-changer. By aligning the assignment of tasks like calls and chats with the actual work schedules of service representatives, admins can ensure that only those who are available are handling customer inquiries. This not only enhances the workflow but also minimizes the chances of overwhelm during peak hours. Plus, who doesn’t appreciate a little extra control over the chaos?
On the other hand, service representatives will likely find this update to be a breath of fresh air. No longer will they be interrupted during breaks or training sessions by incoming calls or chats. Instead, they can focus on their tasks at hand, knowing that their schedules will be respected. This could lead to improved morale, as employees can better manage their time and responsibilities without the constant need to toggle their availability. It’s like having a personal assistant, but without the coffee runs!
As for the overall impact, it seems clear that this feature will streamline operations and improve the customer service experience. By ensuring that representatives are only engaged when they are scheduled to work, we can anticipate not just happier employees but also more satisfied customers. It’s a win-win!
What are your thoughts on this update? Do you think it will make a difference in your daily operations? I’d love to hear from other readers in the comments below! For more insights and discussions, don’t forget to check out additional posts on https://mwpro.co.uk.