MC1060311 — Dynamics 365 Customer Service - Use shift bookings to assign conversations

We are announcing the Shift based routing feature in Dynamics 365 Customer Service. This feature enables unified routing to ensure that tasks, such as calls and chats, can be assigned to service representatives only when they have been scheduled to work as per their shift bookings. This feature will reach general availability on April 24, 2025. How does this affect me? This feature enables the routing system to adhere to workforce management schedules. Key capabilities:Administrators can enable...