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 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The feature was planned for general availability on 28 August 2026 but is now postponed with no new date, reducing urgency. Admins only need awareness and to pause any internal planning. User impact is indirect as this is an enhancement, not a removal, and no customer-facing disruption occurs.
20
Admin Impact
15
User Impact
20
Urgency
15
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Planned feature to reconnect customers with previously engaged experts has been postponed. A new rollout date will be announced later.
END USERS
No major end-user change expected.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Timing:
Not specified
Not specified
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Assign conversation to expert who engaged with the customer previously
Message ID: MC1446228 (Updated)
Update: Release of this feature has been postponed; we will announce a new date in the future.
We are announcing the ability to assign conversations to experts who engaged with the customer previously in Dynamics 365 Contact Center. This feature will reach general availability on August 28, 2026.
How does this affect me?
This feature will enable users to assign conversations to a previously engaged or preferred expert, leveraging historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand their issue. When the previous or preferred expert is unavailable, assignments seamlessly fall back to the next best qualified expert, preserving service levels and reliability.
This capability reduces repeat explanations, accelerates resolution times, and improves customer satisfaction, helping businesses lower cost to serve while delivering more consistent, personalized support experiences at scale. Administrators define assignment logic using natural language-based playbooks in conversation orchestration, with configurable lookback period to determine the time range until when the system should look for a previously engaged expert.
For asynchronous conversations, administrators can also choose to reconnect customers with the same expert by checking the expert’s current presence status and honoring active conversation limits, ensuring returning conversations are assigned only when the expert has capacity to engage.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Assign conversation to expert who engaged with the customer previously.
Source: Microsoft Message Center • Analysed by MWPro
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