Out-of-the-box assignment strategies including round robin and highest capacity
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Apr 10, 2021 |
Business value
Assignment methods determine how work items will be assigned to available agents, and can be customized to a particular queue. Common patterns are provided out of the box to help users quickly configure assignment without having to create custom rules.
Feature details
Users can start with the standard assignment strategies provided out of the box like round robin or highest capacity. These preconfigured options come with prioritization and assignment rules configured automatically, simplifying the creation and management of the assignment stage. Custom assignment methods are also available, allowing users to create priority and assignment rules based on a variety of parameters.
A few provided assignment strategies are as follows:
- Highest capacity: Incoming work items are assigned to an agent who has the maximum available capacity, the ones who have the skills identified during the classification stage, and ones who have the presence as specified in the allowed presence of the workstream.
- Round robin: Incoming chats are assigned to the agent in a list order, starting with the first agent on the list, among those who have the skills identified during the classification stage, and who have the presence as specified in the allowed presence of the workstream.
See also
Types of assignment methods (docs)