Dynamics 365 Contact Center: Unified routing - Handle waiting conversations when queues close or become unstaffed
Microsoft lists this Dynamics 365 Contact Center and Microsoft Copilot (Microsoft 365) roadmap item as Launched, with general availability in October 2026.
Launched1 version
Facts
- Microsoft id
576759- Status
- Launched
- Products
- Dynamics 365 Contact Center, Microsoft Copilot (Microsoft 365)
- Preview
- June 2026
- General availability
- October 2026
- Release rings
- General Availability, Preview
- Platforms
- Web
- Cloud instances
- Worldwide (Standard Multi-Tenant)
- Status pages
- Microsoft 365 Copilot status
- First captured by us
- (from our first import of this list)
- Microsoft last modified
- Source
- Microsoft 365 roadmap · open the original at Microsoft
Microsoft says
This capability enhances queue handling by intelligently detecting two key scenarios where conversations would otherwise remain unserved: -
What Microsoft changed
We have one version of this item so far. When Microsoft edits it (a new date, status or text), the earlier version stays here and the change is shown.
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