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We are announcing thatthe ability to update the default Message Queues assignment strategy for new messaging queues will be set to "least active."active" in Dynamics 365 Contact Center. This changefeature will reach general availability on February 6, 2026.November 30, 2025.
How does this affect me?
When a new messaging queue is configured, instead of "Highest Capacity,"
This feature sets the "least active" assignment method as the default assignment strategy will be "least active." Admins can modifyoption for messaging queues. This method assigns work items to the choice of strategycustomer support representative who is least active and has been inactive for the queue inlongest time.
For representatives working on both voice and messaging queues, the same experience."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.