Dynamics 365 Contact Center – Assign customers to a previously engaged expert

We are announcing the ability to assign customers to a previously engaged expert in Dynamics 365 Contact Center. This feature will reach public preview on June 30, 2026. How does this affect me? This feature automatically assigns customers to a previous or preferred expert, leading to lower handling times, improved expert efficiency, and more personalized support. By routing repeat or follow up conversations to the most recent or preferred expert within configurable time windows, organizations will observe a reduction in customer repetition, improved continuity, and accelerated resolution. If the previous expert is unavailable, the system intelligently falls back to the next best qualified expert, ensuring service levels are maintained. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1391874

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