Dynamics 365 Contact Center – Update default Messaging Queues assignment strategy – Least Active [MC1181931]

Message ID: MC1181931
We are announcing the ability to update the default Message Queues assignment strategy to “least active” in Dynamics 365 Contact Center. This feature will reach general availability on November 30, 2025.

How does this affect me?
This feature sets the “least active” assignment method as the default option for messaging queues. This method assigns work items to the customer support representative who is least active and has been inactive for the longest time.

For representatives working on both voice and messaging queues, the “least active” time calculation includes both voice and messaging conversations.

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

Source: Microsoft

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