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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 

Desktop Companion Application (DCA) for Dynamics 365 Contact Center (A native Windows application designed to provide voice continuity and reliability by operating independently of the web browser).

Real-time User Journey

This journey illustrates how the DCA protects the customer experience during common technical glitches:

1. Shift Start: A Customer Service Representative (CSR) logs into their workstation and ensures the Desktop Companion Application is running in the background.
2. Active Engagement: The CSR accepts an incoming voice call through the Dynamics 365 web workspace. The DCA automatically syncs and mirrors the call status.
3. Technical Disruption: Mid-conversation, the CSR’s web browser freezes or accidentally refreshes.
4. Resilient Continuity: Because the voice path is managed by the DCA (not the browser), the call does not drop. The CSR continues speaking to the customer without interruption.
5. Direct Control: While the browser is reloading, the CSR uses the DCA’s overlay window to mute, unmute, or end the call if necessary.
6. Re-synchronization: Once the browser recovers and the page reloads, the web workspace automatically re-syncs with the DCA, restoring the full customer context and transcript on the CSR’s screen.

Step-by-Step: How to Enable This Feature

To deploy the DCA, administrators and users must follow these steps:

• Step 1: Admin Installation The IT administrator must download and install the Desktop Companion Application (MSI/EXE) onto all service representatives’ Windows machines.
• Step 2: Browser Extension Setup Install the corresponding Dynamics 365 Contact Center browser extension in Microsoft Edge or Google Chrome. This allows the web app and the desktop app to “talk” to each other.
• Step 3: Admin Center Activation In the Contact Center admin center, navigate to Workforce Management or Voice Settings and ensure that the “Desktop Companion” integration is toggled to On.
• Step 4: User Sign-in The CSR signs into the Copilot Service workspace. The DCA will detect the login session and display a “Connected” status at the bottom of its interface.
• Step 5: Device Configuration Inside the DCA Settings tab, the CSR selects their preferred audio devices (headset, microphone) and sets their language preferences to ensure the app is ready to handle calls.

Infographic: Web vs. Desktop Companion Voice Path

Feature	Browser-Based Voice	Desktop Companion App (DCA)
Stability	Call drops if browser crashes/refreshes.	Call persists independently of browser state.
Connection Speed	Subject to browser latency.	Faster connections and reduced audio delay.
Controls	Hidden if browser tab is lost.	Persistent overlay for Mute/End/Hold.
Reliability	Susceptible to Bluetooth/cookie issues.	Direct OS integration for better device handling.
User Status	Requires active browser tab.	System tray icon shows connectivity at all times.

References

https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/07/09/try-desktop-companion-application-for-dynamics-365-contact-center/

Smarter Callbacks with Availability-Aware Scheduling CCAAS APIs (Integration of workforce schedules and real-time capacity into the callback request system).

Real-time User Journey

This journey illustrates how a customer experiences a “guaranteed” callback time rather than a generic “as soon as possible” wait:

1. High Volume Encounter: A customer calls a support line during a peak period. The system informs them of a 30-minute wait time.
2. Smart Callback Offer: The system offers a callback. Using the Availability-aware API, it doesn’t just look at current queues; it checks the Shift Schedule for the next few hours.
3. Specific Slot Selection: The IVR (or bot) says, “We can call you back between 2:15 PM and 2:30 PM today when we have a specialist available. Does that work?”
4. Confirmed Booking: The customer confirms. The system creates a “Scheduled Callback” record that is pinned to the workforce’s available capacity.
5. Agent Assignment: At 2:15 PM, the Unified Routing engine identifies an agent who has just started their shift and has the required skills.
6. The Connection: The system dials the customer first, then connects the agent, fulfilling the promise made during the initial call.

Step-by-Step: How to Enable This Feature

This feature requires a combination of Admin Center configuration and API integration for custom IVRs or Portals.

• Step 1: Enable Workforce Management Go to Contact Center Admin Center > Operations > Workforce Management. Ensure Shift Planning is active and shifts are published for your agents.
• Step 2: Activate Callback Channel Navigate to Channels > Voice > Manage. Ensure “Direct Callback” is enabled in your voice channel settings.
• Step 3: Configure the CCAAS API Access the Developer Resources section in the Admin Center to retrieve your CCAAS (Contact Center as a Service) API endpoints. You will need these to feed availability data into your IVR or Website.
• Step 4: Map Capacity to Routing In Routing > Queues, select your Voice queue and enable the setting “Consider agent shifts for callback scheduling.”
• Step 5: Set Buffer and Grace Periods Define your “Schedule Buffers” (e.g., don’t offer a callback 5 minutes before an agent’s shift ends).
• Step 6: Update IVR/Bot Logic Update your Copilot Studio bot or IVR workflow to call the GetAvailability API action, which will present the available time slots to the customer.

Infographic: Traditional vs. Smarter Callbacks

Feature	Traditional Callbacks (ASAP)	Smarter Callbacks (Availability-Aware)
Trigger	Triggered by queue length only.	Triggered by Shift Schedules + Queue Length.
Timing	“We will call you back when it’s your turn.”	“We will call you back at 2:15 PM.“
Agent Impact	Can hit agents right at shift-end.	Respects shift boundaries and breaks.
Customer Experience	Uncertain wait; customer might miss the call.	High certainty; customer expects the call at a specific time.
Routing Logic	First available agent.	Best agent starting a shift or with open capacity.

References

https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/06/20/smarter-callbacks-with-availability-aware-scheduling-ccaas-apis/