Dynamics 365 Contact Center: Unified routing - Use pick-based assignment method for work items

🚨 The Signal: Dynamics 365 Contact Center now offers a 'No auto assignment' method for queues. This allows supervisors or agents to manually pick conversations, preventing automatic assignment and enabling greater control over sensitive or specialized interactions.

The Impact

Customer service teams are affected, gaining more control over sensitive data handling but requiring careful process definition to avoid delays.

• Supervisors: Gain manual control over work item assignment, reducing risk of misrouted sensitive data.
• Service Representatives: Must actively pick up work, ensuring intentional handling of specialized interactions.
• Security Teams: Can enforce policies requiring manual review for high-risk data, improving compliance.
• Compliance Officers: Benefit from auditable manual assignment for regulated interactions.

The Action

1. Review existing Dynamics 365 Contact Center queue configurations.
2. Identify queues handling sensitive or regulated data that would benefit from manual assignment.
3. Navigate to Copilot Service admin center > Queues.
4. Configure the 'No auto assignment' method for relevant queues.
5. Establish clear operational procedures for supervisors and agents regarding manual work item selection.

Domain: Other · Impact: medium · Workload: Other