Describe work allocation capabilities: Review

The routing capabilities unit listed unified routing, skill-based routing, percentage-based routing, and longest-idle routing. Then it just stopped. It's a list. The whole thing is a glossary in slideshow form. You get the definition of a queue, then the definition of a workstream. There are no examples showing what happens when a call comes in, how a rule gets evaluated, or what the admin screen even looks like when you set these things up. It just says, 'Dynamics 365 Contact Center uses routing rules to...' and moves on.

I get that it's a 10-minute beginner module, but I've done other short intros that at least have a screenshot of the UI or a tiny decision tree to follow. This one has zero. No labs, no sandbox, not even a picture of the interface. It's so abstract that the terms don't stick. The knowledge check at the end just asks you to match the definitions you just read. For instance, 'Which capability assigns work items to agents based on their skills?' The answer is, you guessed it, skill-based routing. I clicked through it in less time than it takes to make tea, and I don't feel like I learned anything I couldn't have gotten from the product's marketing page. It's basically an extended advertisement.