From the Microsoft Dynamics 365 CE/CRM Blogs: Unified routing agent availability; Lead scoring; Field service trades and trade coverages

In this week’s review of Dynamics 365 Customer Experience blogs:

• Unified routing: Agent capacity and availability issues
• Create lead scoring models in real-time marketing
• 2024 release wave 2 highlights: Dynamics 365 Field Service
• Exploring trades and trade coverages in Dynamics 365 Field Service

Unified routing – agent capacity / availability issues

On his blog, Neil Parkhurst wrote that in Microsoft's Dynamics 365 Contact Center unified routing is used to direct conversations to agents, relying on their availability. But occasionally he encounters an issue where the agent's availability doesn't accurately reflect their actual status. Parkhurst noted that he's creating this blog post in October 2024 and by the time you read it, Microsoft could have fixed the causes of this issue.

Parkhurst wrote that to diagnose this issue, he usually uses the real-time analytics dashboard. He explained that by selecting the agent in the "detailed view" under the agent tab, you can see their availability, capacity units, and profiles. He stated that if an agent has no open conversations but their availability is still being consumed, this could indicate the problem. 

In his blog post, Parkhurst offered some possible fixes to this issue. However, he added that before you attempt any fixes, you should ensure that the agent doesn't have any active conversations assigned. Parkhurst then explained what to do in that case.

Create lead scoring models in real-time marketing

Writing on her blog, Megan Walker stated that lead scoring models for Customer Insights – Journeys (Microsoft Dynamics 365 Marketing Real-time) have been available for a while, though they initially had some issues.