What’s happening?
Cases routed through Unified Routing are not being assigned to the expected agents. Instead, they are being routed to a different queue than anticipated by the customer.
Reason:
Possible causes identified include:
- Unified routing rules may not function correctly if routing rules were improperly migrated from one organization to another.
- Service quotas enforced by Omnichannel for Customer Service may be exceeded, causing throttling and preventing proper routing.
- Cases created manually from the User Interface have the "RouteCase" attribute set to "false," preventing automatic routing.
Resolution:
To resolve this, follow these specific troubleshooting steps:
1. Verify Routing Rule Migration
If routing rules were moved from one organization to another, ensure the rules were migrated correctly. Refer to Migrate configuration data for records | Microsoft Learn
2. Check Service Quotas
Omnichannel for Customer Service has predefined service quotas that apply to all new environments. These quotas enforce throttling to maintain service reliability and availability.
Ensure usage is within the defined service quota limits per Service quotas | Microsoft Learn.
3. Manual Case Routing:
For cases created manually via the User Interface, the "RouteCase" attribute defaults to "false," preventing automatic routing.
- To manually trigger routing, users must explicitly click the "Save and Route" button on the case record UI.
- For bulk routing, select multiple records from the record grid page and click the "Save and Route" button.
Additional troubleshooting information: Troubleshoot issues with automatic assignment - Dynamics 365 Customer Service | Microsoft Learn