Dynamics 365 Contact Center - Automatically handle waiting conversations when queues close or become unstaffed

We are announcing the ability to automatically handle waiting conversations when queues close or become unstaffed in Dynamics 365 Contact Center. This feature will reach general availability on June 20, 2026.

How does this affect me?
This feature enhances queue handling by intelligently detecting two key scenarios where conversations would otherwise remain unserved:

Queue transitions to Out of Operating Hours: The system continuously monitors active conversations that entered a queue before closing time. If the queue transitions to out of operating hours while conversations are still waiting, it automatically applies admin-defined overflow actions. Customers can be guided to leave a voicemail, request a callback, or be transferred to another available queue, ensuring a smooth end-of-day experience without manual intervention.

No support reps are logged in: The system evaluates real-time support rep availability. If all support reps assigned to a queue are logged out, it immediately triggers the configured fallback action instead of waiting for in-queue overflow timers. This is especially valuable in scenarios such as mass logout events, unexpected breaks, or holidays not captured in operating hours.

Admins can configure both scenarios using natural language prompts through Conversation Orchestration, enabling fine-grained, control over queue behavior. This ensures customers are always routed to the best possible outcome, even when direct support is unavailable.

What action do I need to take?
This message is for awareness, and no action is required.