MWPRO IMPACT SCORE
OPERATIONAL IMPACT
19
0
25
50
75
100
LOW IMPACT • MONITOR ONLY
Recommended Action:
No immediate action needed. Keep this on your radar.
No immediate action needed. Keep this on your radar.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Tenant AdminsMicrosoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The update introduces an optional queue-based assignment method, which mainly requires awareness from admins managing Dynamics 365 Contact Center. No mandatory configuration or enforced change is noted, so admin and implementation impact remain low. Users may see a minor change if this feature is adopted, but it is not disruptive by default. Urgency is low since no action is required and the feature becomes available in the future.
20
Admin Impact
15
User Impact
20
Urgency
15
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center adds an option for pick-based work assignment at queue level, giving more control over when conversations are taken from queues.
END USERS
No major end-user change expected.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
31 August 2026
31 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Pick based work assignment at queue level
Message ID: MC1443215
We are announcing the ability to use pick-based work assignment at queue level in Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026.
How does this affect me?
With this feature, you can choose the “No Assignment” method for your work assignment, allowing conversations that are routed to a queue to remain in that queue without being automatically assigned to customer service representatives. Conversations wait in the queue until they are manually selected or are assigned by a supervisor.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
