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
Latest Posts
- AWS Lambda MicroVMs is now available in 5 additional AWS regions
- AWS IAM now supports 20 managed policies per role by default
- Web Search in Amazon Bedrock AgentCore adds domain and published date filtering, expands to Europe and Asia Pacific
- MC1323266: Microsoft 365 Copilot Gets Power BI Data Grounding for Answering User Questions
