{"id":1979,"date":"2025-06-06T08:42:03","date_gmt":"2025-06-06T06:42:03","guid":{"rendered":"https:\/\/techlance.ddns.net\/?p=1979"},"modified":"2025-06-06T08:42:51","modified_gmt":"2025-06-06T06:42:51","slug":"microsoft-on-julkaissut-uuden-vuoropohjaisen-reititysominaisuuden-dynamics-365-contact-center-alustalle","status":"publish","type":"post","link":"https:\/\/techlance.ddns.net\/en\/microsoft-on-julkaissut-uuden-vuoropohjaisen-reititysominaisuuden-dynamics-365-contact-center-alustalle\/","title":{"rendered":"Microsoft on julkaissut uuden vuoropohjaisen reititysominaisuuden Dynamics 365 Contact Center -alustalle"},"content":{"rendered":"<p>Microsoft on julkaissut uuden vuoropohjaisen reititysominaisuuden Dynamics 365 Contact Center -alustalle, joka parantaa asiakaspalvelukeskusten tehokkuutta ja asiakaskokemusta. T\u00e4m\u00e4 innovaatio mahdollistaa asiakasvuorovaikutusten ohjaamisen palveluedustajien ty\u00f6vuorojen mukaan, varmistaen, ett\u00e4 teht\u00e4v\u00e4t ohjataan vain niille, jotka ovat ty\u00f6vuorossa. <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/05\/30\/improve-contact-center-operations-with-shift-based-routing\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Miksi vuoropohjainen reititys on t\u00e4rke\u00e4?<\/h2>\n\n\n\n<p>Perinteiset reititysj\u00e4rjestelm\u00e4t eiv\u00e4t aina ota huomioon palveluedustajien todellista saatavuutta, mik\u00e4 voi johtaa teht\u00e4vien ohjautumiseen poissaoleville tai tauolla oleville ty\u00f6ntekij\u00f6ille. T\u00e4m\u00e4 aiheuttaa viiveit\u00e4, siirtoja ja heikent\u00e4\u00e4 asiakastyytyv\u00e4isyytt\u00e4. Vuoropohjainen reititys ratkaisee t\u00e4m\u00e4n ongelman integroimalla ty\u00f6vuorosuunnittelun reititysj\u00e4rjestelm\u00e4\u00e4n, jolloin teht\u00e4v\u00e4t ohjataan vain niille edustajille, jotka ovat aktiivisessa, teht\u00e4ville varatussa ty\u00f6vuorossa. <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/05\/30\/improve-contact-center-operations-with-shift-based-routing\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Miten vuoropohjainen reititys toimii?<\/h2>\n\n\n\n<p>Dynamics 365:n Workforce Management -moduulissa m\u00e4\u00e4ritell\u00e4\u00e4n ty\u00f6vuorosuunnitelmat, jotka sis\u00e4lt\u00e4v\u00e4t erilaisia aktiviteetteja, kuten asiakaspalvelua, koulutuksia ja taukoja. N\u00e4m\u00e4 aktiviteetit jaetaan kahteen kategoriaan: teht\u00e4ville varattuihin (assignable) ja ei-teht\u00e4ville varattuihin (non-assignable). Palveluedustajille luodaan henkil\u00f6kohtaiset ty\u00f6vuorovaraukset n\u00e4iden suunnitelmien pohjalta. Reititysj\u00e4rjestelm\u00e4 tarkistaa n\u00e4m\u00e4 varaukset reaaliaikaisesti ja ohjaa teht\u00e4v\u00e4t vain niille edustajille, joilla on aktiivinen, teht\u00e4ville varattu ty\u00f6vuoro. <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/05\/30\/improve-contact-center-operations-with-shift-based-routing\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Hy\u00f6dyt asiakaspalvelukeskuksille<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Nopeampi vastausaika<\/strong>: Teht\u00e4v\u00e4t ohjataan vain saatavilla oleville edustajille, mik\u00e4 v\u00e4hent\u00e4\u00e4 viiveit\u00e4.<\/li>\n\n\n\n<li><strong>Tasaisempi ty\u00f6kuorman jakautuminen<\/strong>: Reititys ottaa huomioon edustajien ty\u00f6vuorot, mik\u00e4 est\u00e4\u00e4 ylikuormitusta.<\/li>\n\n\n\n<li><strong>Parempi asiakaskokemus<\/strong>: V\u00e4hent\u00e4m\u00e4ll\u00e4 siirtoja ja viiveit\u00e4 parannetaan asiakastyytyv\u00e4isyytt\u00e4.<\/li>\n\n\n\n<li><strong>Tehokkaampi resurssien k\u00e4ytt\u00f6<\/strong>: Organisaatiot voivat optimoida henkil\u00f6st\u00f6ns\u00e4 k\u00e4yt\u00f6n ja parantaa operatiivista tehokkuutta.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">K\u00e4ytt\u00f6\u00f6notto ja konfigurointi<\/h2>\n\n\n\n<p>Vuoropohjaisen reitityksen k\u00e4ytt\u00f6\u00f6notto edellytt\u00e4\u00e4 Workforce Management -moduulin aktivointia Dynamics 365:ss\u00e4. Organisaatiot voivat my\u00f6s integroida ulkoisia ty\u00f6vuorosuunnitteluj\u00e4rjestelmi\u00e4 Dynamics 365:een, jolloin edustajien aikataulut voidaan tuoda j\u00e4rjestelm\u00e4\u00e4n ja hy\u00f6dynt\u00e4\u00e4 reitityksess\u00e4. Reitityss\u00e4\u00e4nn\u00f6t m\u00e4\u00e4ritell\u00e4\u00e4n Copilot Service -hallintakeskuksessa, jossa voidaan asettaa ehdot, kuten edustajan ty\u00f6vuorot ja saatavuus, teht\u00e4vien ohjaamiselle. <a href=\"https:\/\/learn.microsoft.com\/en-us\/dynamics365\/customer-service\/administer\/configure-routing-on-agent-calendar?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">learn.microsoft.com<\/a><\/p>\n\n\n\n<p>Lis\u00e4tietoja ja ohjeita vuoropohjaisen reitityksen konfigurointiin l\u00f6ytyy Microsoftin virallisesta dokumentaatiosta: <a href=\"https:\/\/learn.microsoft.com\/en-us\/dynamics365\/customer-service\/administer\/configure-routing-on-agent-calendar?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">learn.microsoft.com<\/a><\/p>\n\n\n\n<p>Vuoropohjainen reititys Dynamics 365 Contact Centeriss\u00e4 tarjoaa asiakaspalvelukeskuksille tehokkaan tavan parantaa palvelun laatua ja operatiivista tehokkuutta hy\u00f6dynt\u00e4m\u00e4ll\u00e4 \u00e4lyk\u00e4st\u00e4, ty\u00f6vuoroihin perustuvaa teht\u00e4vien ohjausta.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-techlance wp-block-embed-techlance\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"AAURLLUNKZ\"><a href=\"https:\/\/techlance.ddns.net\/en\/microsoft-dynamics-365\/\">Microsoft Dynamics 365<\/a><\/blockquote><iframe class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; visibility: hidden;\" title=\"&#8221;Microsoft Dynamics 365&#8221; &#8212; Techlance\" src=\"https:\/\/techlance.ddns.net\/microsoft-dynamics-365\/embed\/#?secret=mXOFI1DUrd#?secret=AAURLLUNKZ\" data-secret=\"AAURLLUNKZ\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>","protected":false},"excerpt":{"rendered":"<p>Microsoft on julkaissut uuden vuoropohjaisen reititysominaisuuden Dynamics 365 Contact Center -alustalle, joka parantaa asiakaspalvelukeskusten tehokkuutta ja asiakaskokemusta. T\u00e4m\u00e4 innovaatio mahdollistaa [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[24,18,32],"tags":[26,17,25,33],"class_list":["post-1979","post","type-post","status-publish","format-standard","hentry","category-keinoaly","category-d365","category-tekoaly","tag-copilot","tag-d365","tag-ai","tag-tekoaly"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/posts\/1979","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/comments?post=1979"}],"version-history":[{"count":0,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/posts\/1979\/revisions"}],"wp:attachment":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/media?parent=1979"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/categories?post=1979"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/tags?post=1979"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}