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Recorded 4 Nov 2026 at 13:10 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.

What it said

Roadmap ID
575272
Status
Launched
General availability target
October CY2026
Preview target
Not stated
Products
Dynamics 365 Contact Center
Clouds
Worldwide (Standard Multi-Tenant)
Release phases
General Availability
Platforms
Web
Added to the roadmap
28 Oct 2026 23:04 UTC
Last changed
28 Oct 2026 23:04 UTC

Source evidence when recorded

Microsoft 365 roadmap
IncompleteRead 4 Nov 2026 at 12:05 UTC

Coverage describes the sources at this observation. A complete read then does not establish their current position.

Page history

Changes are dated when recorded; day views use the last saved version from that UTC day, and citations stay fixed.

Cite this version
Field-level log (17)

Up to 100 recent field edits are shown; older edits may be outside retention.

  1. 4 Nov 2026 · 13:10:08 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  2. 4 Nov 2026 · 11:04:04 UTC General availability targetNot stated → October CY2026
  3. 4 Nov 2026 · 11:04:04 UTC Source coverage: merill-message-center-archiveCurrent → Not collected
  4. 4 Nov 2026 · 11:04:04 UTC Source coverage: microsoft-365-roadmapCurrent
  5. 4 Nov 2026 · 11:04:04 UTC Link: Dynamics 365 Contact Center/roadmap?topic=Dynamics%20365%20Contact%20Center&period=all#items → No longer listed in this observation
  6. 4 Nov 2026 · 11:04:04 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items
  7. 4 Nov 2026 · 11:04:04 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/en-us/microsoft-365/roadmap?id=575272
  8. 4 Nov 2026 · 10:01:18 UTC General availability targetOctober CY2026 → Not stated
  9. 4 Nov 2026 · 10:01:18 UTC Source coverage: microsoft-365-roadmapIncomplete → Not collected
  10. 4 Nov 2026 · 10:01:18 UTC Source coverage: merill-message-center-archiveCurrent
  11. 4 Nov 2026 · 10:01:18 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items → No longer listed in this observation
  12. 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
  13. 4 Nov 2026 · 10:01:18 UTC Link: Dynamics 365 Contact Center/roadmap?topic=Dynamics%20365%20Contact%20Center&period=all#items
  14. 4 Nov 2026 · 07:16:39 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  15. 3 Nov 2026 · 10:16:39 UTC Source coverage: microsoft-365-roadmapIncomplete → Current
  16. 3 Nov 2026 · 09:13:39 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  17. 29 Oct 2026 · 02:32:28 UTC Link: Microsoft 365 Message Center Archive by Merill Fernandohttps://mc.merill.net/message/RM575272
ChangeIntel

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