Dynamics 365 Contact Center: Unified routing - Use pick-based assignment method for work items

Use the No auto assignment method for queues in Copilot Service admin center when you want routed conversations to remain unassigned after they enter a queue. Instead of being assigned automatically, conversations stay in the queue until a service representative picks them up from their Inbox or a supervisor assigns them manually.

This assignment method supports a pick-based work distribution model, giving supervisors and service representatives greater control over how work is handled. Unlike the push-based model used by other out-of-the-box assignment methods, which automatically assign conversations based on representative availability and capacity, the no auto assignment method allows teams to review incoming work and decide who should handle it. This approach is well suited for organizations that prefer manual oversight, specialized work selection, or supervisor-managed assignments.

Business Value

Improve operational control and consistency by enabling service representative-led work distribution. Conversations remain available in the queue until manually assigned by supervisors or picked by representatives, helping teams handle specialized, regulated, or sensitive interacti…