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Unified routing of cases but assign to agent during operating hours and not to assign on weekends

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Posted on by CU24060529-0

Our client required unified routing of cases to queue but assignment of cases to agent should happen only during operating hours of respective agent(s) and also cases received on weekends (Saturday and Sunday) shouldn't be assigned to agent(s) on those days. The cases received on weekends should be routed to queue i.e. stay in queue without assignment for agent. Next day i.e. Monday those cases should start assigning to agents based on their operating hours.

Looking for support on this implementation.

Thanks in advance.

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Case Management Agent

Dynamics 365 Customer Service

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PerezAguiar Microsoft Employee on at

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Unified routing of cases but assign to agent during operating hours and not to assign on weekends

Hey!

I think you're looking for this:

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-operating-hours

Basically, associating a set of workign days and hours (8am-5pm, 9am-6pm, sunday-thursday, monday-friday, etc). that can be applied to queues.

Regards,

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