Dynamics 365 Contact Center - Pick based work assignment at queue level

🚨 The Signal: Dynamics 365 Contact Center now supports manual 'pick-based' work assignment at the queue level. This allows conversations to wait without automatic assignment, requiring manual selection by agents or supervisors. This change impacts how customer interactions are managed, potentially affecting data handling and access controls.

The Impact

Dynamics 365 Contact Center agents and supervisors are affected, with a potential risk of delayed customer interaction handling and altered data access patterns.

• Agents: Manual selection of conversations may alter workload distribution and response times.
• Supervisors: New oversight responsibilities for manual assignment and potential for intervention.
• Security Teams: Review of data access logs for manual assignments is necessary.
• Compliance Teams: Assess if manual assignment aligns with data handling and privacy policies.

The Action

1. Review Dynamics 365 Contact Center queue configurations for 'No Assignment' method.
2. Update internal standard operating procedures for agents and supervisors regarding manual assignment.
3. Assess existing data access policies to ensure they cover manual assignment scenarios.
4. Monitor audit logs for manual conversation assignments to detect anomalies.

Domain: M365-Apps · Impact: medium · Workload: M365 Apps