MC1446228 — Dynamics 365 Contact Center - Assign conversation to expert who engaged with the customer previously

We are announcing the ability to assign conversations to experts who engaged with the customer previously in Dynamics 365 Contact Center. This feature will reach general availability on August 28, 2026. How does this affect me? This feature will enable users to assign conversations to a previously engaged or preferred expert, leveraging historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand thei...

Open in Message Center Email this update View in the live feed