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Recorded 4 Nov 2026 at 10:01 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.

Microsoft 365 roadmapMicrosoft 365 roadmap

Dynamics 365 Contact Center: Reroute conversations to the right queue automatically

Service representatives can reroute a live voice or messaging conversation when they realize they aren't the right person to help. The representative updates the conversation details, or the details of a linked case, contact, or account, and then selects Reroute. The conversation goes back through classification and route-to-queue rules and is assigned to the right queue automatically, so representatives don't need to know routing rules or choose a queue themselves. The customer stays connected throughout, and the next representative receives the conversation with its full history and updated context. Admins choose whether to turn on Reroute for their contact center.

These are the links kept with this observation. Connections from today's collection are not evidence of what was related then.

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Field-level log (10)

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  1. 4 Nov 2026 · 10:01:18 UTC General availability targetOctober CY2026 → Not stated
  2. 4 Nov 2026 · 10:01:18 UTC Source coverage: microsoft-365-roadmapIncomplete → Not collected
  3. 4 Nov 2026 · 10:01:18 UTC Source coverage: merill-message-center-archiveCurrent
  4. 4 Nov 2026 · 10:01:18 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items → No longer listed in this observation
  5. 4 Nov 2026 · 10:01:18 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/en-us/microsoft-365/roadmap?id=575272 → No longer listed in this observation
  6. 4 Nov 2026 · 10:01:18 UTC Link: Dynamics 365 Contact Center/roadmap?topic=Dynamics%20365%20Contact%20Center&period=all#items
  7. 4 Nov 2026 · 07:16:39 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  8. 3 Nov 2026 · 10:16:39 UTC Source coverage: microsoft-365-roadmapIncomplete → Current
  9. 3 Nov 2026 · 09:13:39 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  10. 29 Oct 2026 · 02:32:28 UTC Link: Microsoft 365 Message Center Archive by Merill Fernandohttps://mc.merill.net/message/RM575272
ChangeIntel

An IT change radar: releases, security, known issues, retirements, documentation changes, and service status from public sources. Every item links to supporting evidence; dates and statuses can change after they are read.

Sources read 11 Nov 23:12 UTC · 273 of 275 readable · 271 fully read · documentation 469/469 current

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