{How to} Use overflow for lengthy wait times for work items dynamics 365 customer service

Hello Everyone,

Today I am going to share my thoughts: use overflow for lengthy wait times for work items dynamics 365 customer service. 

Let’s get’s started.

Overflow handling in Dynamics 365 Customer Service can be a lifesaver during peak demand or when agents are unavailable.

Here’s how it works:

1. Set Wait Time Limit: Administrators can define a reasonable wait times limit for work items in a queue.

When a work item exceeds this limit, it’s marked for overflow.

2.Contingency Plan: If the wait time is exceeded, you can set up a contigency plan, For Instance, you might automatically transfer the work item to another queue with more available agents who can address the customer request.

3. Overflow Evaluation: Overflow conditions are evaluated before a work item is added to the queue. This ensures that customers who wait too long receive timely assistance.

Remember, overflow handling helps manage both surge conditions and after-hours calls, ensuring better customer satisfaction.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

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