Key Insights from the Unified Routing Partner Workshop – Routing Emails & Cases in Dynamics 365

 


In the world of modern customer service, getting the right case to the right agent at the right time is critical.
Microsoft’s Unified Routing in Dynamics 365 Customer Service takes this challenge head-on by blending automation, AI-driven intelligence, and flexible rules to deliver optimal routing for cases and emails.
Here’s a breakdown of the key takeaways from the recent workshop on how Unified Routing works and why it matters.

What is Unified Routing?

Unified Routing automates how work items—such as cases, chats, or emails—are assigned to agents.
Using a combination of machine learning, configurable rules, and real-time agent data, the system factors in:

  • Agent skills

  • Availability

  • Customer urgency & sentiment

The result? A smarter, more efficient distribution of work that aligns with business goals and customer expectations.

Configuration & Workforce Management

Unified Routing is controlled from a centralized management hub, giving admins the tools to:

  • Assign skills and define capacity profiles for agents.

  • Use assignment blocking to prevent overload during peak demand.

  • Adjust workforce allocations in real time as queues grow or shrink.

This ensures that the right agents are always available for the right cases, without burning out your team.

Email Handling – From Inbox to Agent

Incoming emails follow a structured routing journey:

  1. Intake Rules – Direct emails into the correct workstream.

  2. Classification Rules – Add context, such as:

    • Customer sentiment (AI-predicted from email text)

    • Issue type (e.g., billing, technical support)

  3. Routing Logic – Uses this metadata to find the most suitable agent.

Example: A premium customer with negative sentiment can be fast-tracked to a priority queue.

Queue Management & Assignment

Once an email is classified:

  • Routing rules consider skills, availability, and workload before assigning.

  • Fallback queues ensure that no work item is lost, even if no rules match.

  • Managers can tweak priority levels for urgent cases instantly.

Real-World Example – Koso Health

Consider Koso Health:

  • Gabriel, a customer, emails a question.

  • Unified Routing identifies the need for Spanish language skills and insurance knowledge.

  • The case is routed and assigned to Sarah, the best-fit agent for the job.

  • The customer gets a personalized, fast, and effective response.

Scalability & Performance

Unified Routing scales effortlessly:

  • Add more agents during peak seasons (e.g., holidays).

  • Enable overflow options to prevent bottlenecks.

  • Migrate gradually from older routing systems without disrupting service.

This flexibility keeps customer service efficient, responsive, and future-ready.

Final Thoughts

Unified Routing transforms case and email distribution from a manual, guesswork-driven process into a data-driven, automated workflow.
By combining AI sentiment analysis, skill-based assignment, and dynamic workforce management, it ensures that every customer interaction is handled by the right agent at the right time—no matter the channel.

If you want, I can extend this blog to include a step-by-step diagram showing how an email moves through Unified Routing so it’s easy to visualize for readers.
Do you want me to prepare that next?

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