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.
Dynamics 365 Apps
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New feature
February 2026
Details
Change History
December 3, 2025 at 4:30 PM
Updated
Last Updated Date
Previous
2025-10-31T17:09:34.243Z
New
2025-12-03T15:05:43.453Z
Tags
Previous
New feature
New
Updated message,New feature
Body Content
Previous
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.
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.
New
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.
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.
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