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We are announcing the ability to updatethat the default Message Queues assignment strategy for new messaging queues will be set to "least active" in Dynamics 365 Contact Center.active." This featurechange will reach general availability on February 6, 2026.
How does this affect me?
This feature sets the "least active" assignment method asWhen a new messaging queue is configured, instead of "Highest Capacity," the default option for messaging queues. This method assigns work items toassignment strategy will be "least active." Admins can modify the customer support representative who is least active and has been inactivechoice of strategy for the longest time.queue in the same experience.
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.