MC1181931 – M365 Change Digest

One-line summary

Dynamics 365 Contact Center will default to 'least active' assignment for Message Queues, effective February 6, 2026.

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Details

Body (from Message Center)

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.

Raw JSON (for debugging)

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    "ai_action_required_by": "2026-02-06T00:00:00Z",
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    "ai_summary": "Dynamics 365 Contact Center will default to \u0027least active\u0027 assignment for Message Queues, effective February 6, 2026.",
    "ai_topics": [
      "Dynamics 365 Apps",
      "Dynamics 365"
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    "category": "stayInformed",
    "details_map": {},
    "id": "MC1181931",
    "importance": 3,
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    "last_modified": "2025-12-03T15:05:43Z",
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    "title": "Dynamics 365 Contact Center - Update default Messaging Queues assignment strategy - Least Active"
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