Route to least active service reps in messaging channels

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview General availability
Users by admins, makers, or analysts - Apr 2025

Business value

By routing work items to the least active service representatives, admins ensure that the customer service representatives aren't over-burdened with consecutive messaging assignments. This allows service representatives to be well-rested before new work is assigned, ensuring a higher customer-satisfaction score and handling times.

Feature details

The least active assignment method is available out of the box. Administrators can now use the least active setting in the messaging queues as an assignment method so that service representatives with the lowest number of active conversations will be prioritized first. If all representatives have the same number of active conversations, the representative with the oldest capacity release time is prioritized. The admins can also use the least active method as an ordering attribute in custom assignment rules.