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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
May 30, 2025 |
Business value
Unified routing uses dynamic bookings that change frequently, so it assigns tasks to service representatives only when they're available. With unified routing, the routing system follows the workforce management schedules. This system boosts productivity and satisfaction because representatives don't miss breaks or get interrupted during training. It also ensures that SLAs are honored, which leads to higher customer satisfaction.
Feature details
This feature offers the following capabilities:
- Administrators can turn on unified routing to support record assignment based on shift bookings that agents create in Dynamics 365 or import from non-Microsoft workforce management solutions.
- Service representatives get assigned tasks only for the time periods when they're scheduled for working type bookings. They don't receive assignments during breaks and training sessions. They don't need to manually reset their presence to avoid assignments.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.