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.
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.
