Omnichannel for Customer Service – Routing Diagnostics

I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for Customer Service. The new app contains many features connected with Unified Routing. Some I am still experimenting with! But one feature I have already used to great effect is the new routing diagnostics option. I will explain how in this post.

D365UG Birmingham Videos

We recorded our recent D365UG Birmingham event. In fact we recorded the one before as well! At these events we had some great presentations. The videos form those presentations are available to watch here ….