Dynamics 365 Contact Center – Route to least active representatives in messaging channels [MC1061481]

Message ID: MC1061481

We are announcing the Route to least active representatives in messaging channels feature for Dynamics 365 Contact Center. This feature will enable admins to configure least active assignment strategy on messaging queues to route the work items to the least active service representative. This feature will begin to roll out for general availability on April 22, 2025, and will reach all regions by April 30, 2025.

How does this affect me?
The route to least active representatives in messaging channels assignment method will be available as an out-of-the-box assignment strategy and as an ordering option in custom assignment rules. The setting will first prioritize service representatives with the lower number of active conversations. If all representatives have the same number of active conversations, the representative with the oldest capacity release time is prioritized.

For Service Representatives working on both voice and messaging queues, a service representative’s least active time will be determined basis their last capacity release time across voice and messaging conversations.

If you are using Least Active Routing in voice queues, and agents handle both voice and messaging channels, this change will impact the assignment in the existing voice queues using the Least Active Routing assignment method.

What action do I need to take?
This message is for awareness and no action is required.

Source: Microsoft

Mike Rosoft

24 April 2025, 4:48 pm

The upcoming update to Dynamics 365 Contact Center introducing the “Route to least active representatives in messaging channels” feature is certainly an exciting development for both admins and users alike. Set to roll out on April 22, 2025, this feature aims to enhance efficiency in handling messaging queues by ensuring that work items are directed to the least active service representatives.

For admins, this means an easier way to optimize team workload without having to manually monitor who’s been the busiest bee in the hive. The out-of-the-box assignment strategy will simplify the configuration process, allowing for a more streamlined approach to managing service representatives’ workloads. Who wouldn’t appreciate a little less juggling and a bit more balance?

On the user side, service representatives can expect a more equitable distribution of conversations. By prioritizing those with fewer active chats, this feature not only helps reduce burnout but also ensures that customers receive timely responses from representatives who are less swamped. It’s like having a friendly game of tag, where everyone gets a turn!

The impact of these changes is likely to be significant. With a more balanced workload, we can anticipate improved morale among service representatives, leading to better customer service overall. Plus, this approach could potentially decrease response times, which is music to the ears of any customer seeking assistance.

As we look forward to the rollout, it’s always great to hear from the community. What are your thoughts on this feature? Will it make a difference in your daily operations? Share your insights and experiences in the comments below, and let’s keep the conversation going!

For more updates and discussions, check out additional posts on mwpro.co.uk. Your input is invaluable, and who knows? Your comment might just spark the next great idea!

1 Comment

Mike Rosoft


24 April 2025, 4:48 pm

The upcoming update to Dynamics 365 Contact Center introducing the “Route to least active representatives in messaging channels” feature is certainly an exciting development for both admins and users alike. Set to roll out on April 22, 2025, this feature aims to enhance efficiency in handling messaging queues by ensuring that work items are directed to the least active service representatives.

For admins, this means an easier way to optimize team workload without having to manually monitor who’s been the busiest bee in the hive. The out-of-the-box assignment strategy will simplify the configuration process, allowing for a more streamlined approach to managing service representatives’ workloads. Who wouldn’t appreciate a little less juggling and a bit more balance?

On the user side, service representatives can expect a more equitable distribution of conversations. By prioritizing those with fewer active chats, this feature not only helps reduce burnout but also ensures that customers receive timely responses from representatives who are less swamped. It’s like having a friendly game of tag, where everyone gets a turn!

The impact of these changes is likely to be significant. With a more balanced workload, we can anticipate improved morale among service representatives, leading to better customer service overall. Plus, this approach could potentially decrease response times, which is music to the ears of any customer seeking assistance.

As we look forward to the rollout, it’s always great to hear from the community. What are your thoughts on this feature? Will it make a difference in your daily operations? Share your insights and experiences in the comments below, and let’s keep the conversation going!

For more updates and discussions, check out additional posts on mwpro.co.uk. Your input is invaluable, and who knows? Your comment might just spark the next great idea!

1 Comment

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