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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Is it possible to use ...
Service | Customer Service, Contact Center, Fie...
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Is it possible to use sentiment from previous customer interactions in routing rules in Omnichannel for Customer Service?

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Posted on by Jan42 10

I'm using real-time sentiment analysis in routing rules but wondered if it's possible to use previous negative sentiment from the customer to route to a different queue? 

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