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How To Leverage Percentage-Based Routing To Load-Balance Customer Service Requests?

Organizations that want to provide a world-class customer engagement experience to their customers count on unified routing in Microsoft Dynamics 365 Customer Service provides capabilities. This is simply because it helps them balance the incoming workload across service departments, their expert pools, and vendor queues. Percentage-based routing, which can be described as a new capability of unified routing, can help organizations swiftly allocate work to different queues representing vendors, departments, or agent groups in specific percentages.

For instance, let us assume that ABC Ltd. is a Fortune 500 software product and services company with more than 5,000 agents worldwide, covering more than 25 product lines, and served by three vendors. You now want to distribute the workload across all three vendors based on the pricing plan, quality of service, and the ability to handle the volume of each vendor.


You can come up with the following allocation:

  • 50% to the first vendor (let's say, vendor AB) that has been able to successfully deliver good customer support and has offered volume-discounted pricing to your organization.

  • 40% to the second vendor (let's say, vendor CD) that has been highly successful with quickly ramping up agents whenever your organization releases new features but may be having a smaller workforce.

  • 10% to the third vendor (let's say, vendor EF) which is a new vendor that your organization wants to try out.

You can easily open the workstream in the Customer Service admin center and then proceed to configure a Route to Queue rule with the work allocations.


Find out more about unified routing and automated routing rules in Dynamics 365 Customer Service. Call or email us at C.I.G Consultants now.


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