Dynamics 365 Contact Center: Unified routing - Use pick-based assignment method for work items Beta
Data as of 2 hours ago (26 October 2026)
Description
Use the No auto assignment method for queues in Copilot Service admin center when you want routed conversations to remain unassigned after they enter a queue. Instead of being assigned automatically, conversations stay in the queue until a service representative picks them up from their Inbox or a supervisor assigns them manually. This assignment method supports a pick-based work distribution model, giving supervisors and service representatives greater control over how work is handled. Unlike the push-based model used by other out-of-the-box assignment methods, which automatically assign conversations based on representative availability and capacity, the no auto assignment method allows teams to review incoming work and decide who should handle it. This approach is well suited for organizations that prefer manual oversight, specialized work selection, or supervisor-managed assignments. Business Value: Improve operational control and consistency by enabling service representative-led work distribution. Conversations remain available in the queue until manually assigned by supervisors or picked by representatives, helping teams handle specialized, regulated, or sensitive interactions effectively. Enabled for: Enabled by admins/makers/marketers for end users
Change history
Added to the roadmap 16 October 2026. Tracked here since 16 October 2026. Earliest target we recorded: August 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 16 October 2026. Changes appear here as Microsoft updates the feed.