MWPRO IMPACT SCORE
OPERATIONAL IMPACT
38
0
25
50
75
100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
Recommended Action:
Take a look and decide whether this affects your tenant, users or support teams.
Take a look and decide whether this affects your tenant, users or support teams.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Microsoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The feature introduces a new capability for routing conversations to previously engaged experts in Dynamics 365 Contact Center. Admin involvement is moderate as configuration of assignment logic, lookback periods and orchestration playbooks may be required, though no immediate action is mandated. End users and agents will experience noticeable workflow changes due to reassignment to prior experts, improving continuity but affecting daily handling. Urgency is low because the feature is informational and future-dated.
40
Admin Impact
45
User Impact
30
Urgency
35
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center can now reassign conversations to experts who previously engaged with the customer, improving continuity and reducing repeated explanations.
END USERS
Users may notice conversations routed back to familiar experts where possible.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
28 August 2026
28 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Assign conversation to expert who engaged with the customer previously
Message ID: MC1446228
We are announcing the ability to assign conversations to experts who engaged with the customer previously in Dynamics 365 Contact Center. This feature will reach general availability on August 28, 2026.
How does this affect me?
This feature will enable users to assign conversations to a previously engaged or preferred expert, leveraging historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand their issue. When the previous or preferred expert is unavailable, assignments seamlessly fall back to the next best qualified expert, preserving service levels and reliability.
This capability reduces repeat explanations, accelerates resolution times, and improves customer satisfaction, helping businesses lower cost to serve while delivering more consistent, personalized support experiences at scale. Administrators define assignment logic using natural language-based playbooks in conversation orchestration, with configurable lookback period to determine the time range until when the system should look for a previously engaged expert.
For asynchronous conversations, administrators can also choose to reconnect customers with the same expert by checking the expert’s current presence status and honoring active conversation limits, ensuring returning conversations are assigned only when the expert has capacity to engage.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Assign conversation to expert who engaged with the customer previously.
Source: Microsoft Message Center • Analysed by MWPro
