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 February 6, 2026.
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
<<< [MC1181931] Archive
Tooltip: View earlier revisions of this post
Latest Posts
- Amazon EC2 C8g instances now available in additional regions
- Amazon EC2 C9g and C9gd instances are now available in Asia Pacific (Tokyo) region
- Amazon EC2 M9g and M9gd instances are now available in four additional regions
- MC1403410: Microsoft Viva Insights Adds Flexible Query Capability for Copilot Agent Analytics in Analytics Workbench
