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Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Mar 14, 2025 |
Business value
This capability provides organizations with better control over their route-to-queue rules. Organizations can now choose between evaluating all route-to-queue rules or up to the first matching rule only. The new "hit-first" policy will directly route conversations to the first matching queue and skip the subsequent rules.
Feature details
Administrators can now choose the rule-hit policy for any set of route-to-queue rules in a workstream. By choosing the new "hit-first" policy, organizations can make sure that conversations are always routed to the queue that matches first, and all subsequent rules are skipped.
