Use least active routing on messaging channels in Dynamics 365 Contact Centre

Use least active routing on messaging channels

(Extending intelligent workload distribution from voice to digital messaging channels to ensure fair agent utilization).

Real-time User Journey

This journey illustrates how the system balances work across a blended workforce (agents handling both voice and chat):

1. Scenario Setup: Two agents, Oscar and Victoria, have identical skills. Oscar is currently handling 1 chat. Victoria is handling 1 voice call and 1 chat.
2. New Incoming Request: A new customer starts a chat on the website.
3. Concurrency Check: The routing engine evaluates current workloads. It identifies that Oscar has fewer concurrent assignments (1) than Victoria (2).
4. Initial Assignment: The chat is assigned to Oscar to balance the total number of active conversations.
5. Tie-Breaking (Last Capacity Release): Later, two different agents, Maya and Hailey, both have exactly 1 active assignment.
6. Time-based Decision: The engine checks their “Last Capacity Release Time” (when they finished their previous task). Maya finished her last chat at 1:55 PM, while Hailey finished at 2:00 PM.
7. Final Routing: Because Maya has been “inactive” longer, the new chat is routed to her, ensuring Hailey gets a fair amount of “rest” time between tasks.

Step-by-Step: How to Enable This Feature

To implement least active routing in your messaging queues:

• Step 1: Admin Center Access

Sign in to the Customer Service admin center or Contact Center admin center.

• Step 2: Select the Queue

Navigate to Customer Support > Queues. Open the specific messaging queue (e.g., Chat, WhatsApp, or SMS) where you want to apply this logic.

• Step 3: Set Assignment Method

In the Assignment method section, select Least active from the dropdown menu.

• Step 4: Configure Custom Assignment (Optional)

If you use “Custom” assignment methods, you can add “Least active” as an Order by condition. This allows you to first filter by “Highest Skill” and then use “Least Active” as the tie-breaker.

• Step 5: Verify Capacity Profiles

Ensure that your agents have Capacity Profiles defined (e.g., an agent can handle 100 points of work, where a chat is 20 points). Least active routing relies on these profiles to calculate concurrent load.

• Step 6: Data Tracking (Advanced)

To build reports on this, use the Dataverse entity msdyn_agentchannelstateentity. This tracks the lastcapacityreleasetime for each agent, which powers the routing decisions.

Infographic: How Least Active Routing Works

Factor	Description	Benefit
Concurrent Load	Counts the number of active calls and chats currently assigned.	Prevents overloading individual agents.
Last Capacity Release	Tracks the exact timestamp when the last conversation ended.	Ensures fair “breathing room” between tasks.
Cross-Channel Aware	Considers both Voice and Messaging work items together.	Perfectly balances a “Blended” workforce.
Fair Utilization	Moves agents toward a consistent utilization percentage (e.g., 85%).	Reduces burnout and improves agent satisfaction.
SLA Stability	Prioritizes available capacity over random assignment.	Keeps wait times consistent for customers.

References

Use least active routing on messaging channels