Agent-specific capacity profiles in Dynamics 365 Customer Service

You can create capacity profiles and assign them to agents to define the types and amount of work they can take. Capacity profiles contain information, such as the amount of work, concurrent or daily capacity, and whether other channels are affected.

Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent’s capabilities.

[berndhachmeister]

Great functionality, but the quality of the video is pretty poor. Runs on 3 FPS?