Microsoft has rolled out a key enhancement to Dynamics 365 Customer Service, expanding its intelligent routing capabilities. The update brings a more refined approach to handling messaging channels, building on existing innovations in service distribution. This marks another step in Microsoft’s ongoing commitment to improving agent efficiency and customer experience.

What is Least Active Routing?
It’s a smart way to fairly distribute tasks by assigning conversations based on the last capacity release time of service reps — ensuring balanced workloads and better service delivery.
Why use least active routing?
It ensures adequate rest between tasks, better utilization, improved customer satisfaction, as well as better customer service representation.
What’s new?
It now factors in concurrent workloads and considers voice and messaging activity when assigning new tasks.
Use Case 1:
An agent with fewer ongoing chats will be assigned the next one to balance workloads.
Use Case 2:
If agents have equal workloads, the one who’s been idle longest and has the least capacity will receive the next chat or call.