{"id":16523,"date":"2026-05-27T22:01:45","date_gmt":"2026-05-27T13:01:45","guid":{"rendered":"https:\/\/m365jp.net\/?p=16523"},"modified":"2026-05-27T22:06:20","modified_gmt":"2026-05-27T13:06:20","slug":"mc1323827-dynamics-365-contact-center-automatically-handle-waiting-conversations-when-queues-close-or-become-unstaffed","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2026-05-27-mc1323827-dynamics-365-contact-center-automatically-handle-waiting-conversations-when-queues-close-or-become-unstaffed","title":{"rendered":"MC1323827 | Dynamics 365 Contact Center &#8211; Automatically handle waiting conversations when queues close or become unstaffed"},"content":{"rendered":"<div class=\"postie-post\">\n<div>\n<hr>\n<table id=\"section\">\n<tbody>\n<tr>\n<th width=\"95%\">MC1323827 | Dynamics 365 Contact Center &#8211; Automatically handle waiting conversations when queues close or become unstaffed<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<hr>\n<table id=\"data\">\n<tbody>\n<tr>\n<th>Classification<\/th>\n<td>stayInformed<\/td>\n<\/tr>\n<tr>\n<th>Last Updated<\/th>\n<td>05\/27\/2026 12:10:19<\/td>\n<\/tr>\n<tr>\n<th>Start Time<\/th>\n<td>05\/27\/2026 12:09:39<\/td>\n<\/tr>\n<tr>\n<th>End Time<\/th>\n<td>06\/27\/2026 12:09:39<\/td>\n<\/tr>\n<tr>\n<th>Message Content<\/th>\n<td>We are announcing the ability to automatically handle waiting conversations when queues close or become unstaffed in Dynamics 365 Contact Center. This feature will reach general availability on June 20, 2026.<\/p>\n<p>  <b>How does this affect me?<\/b><br \/>  This feature enhances queue handling by intelligently detecting two key scenarios where conversations would otherwise remain unserved:<\/p>\n<p>  <b>Queue transitions to Out of Operating Hours:<\/b> The system continuously monitors active conversations that entered a queue before closing time. If the queue transitions to out of operating hours while conversations are still waiting, it automatically applies   admin-defined overflow actions. Customers can be guided to leave a voicemail, request a callback, or be transferred to another available queue, ensuring a smooth end-of-day experience without manual intervention.<\/p>\n<p>  <b>No support reps are logged in:<\/b> The system evaluates real-time support rep availability. If all support reps assigned to a queue are logged out, it immediately triggers the configured fallback action instead of waiting for in-queue overflow timers. This   is especially valuable in scenarios such as mass logout events, unexpected breaks, or holidays not captured in operating hours.<\/p>\n<p>  Admins can configure both scenarios using natural language prompts through Conversation Orchestration, enabling fine-grained, control over queue behavior. This ensures customers are always routed to the best possible outcome, even when direct support is unavailable.  <\/p>\n<p>  <b>What action do I need to take?<\/b><br \/>  This message is for awareness, and no action is required.<\/td>\n<\/tr>\n<tr>\n<th>Machine Translation<\/th>\n<td>Dynamics 365 Contact Center\u3067\u3001\u30ad\u30e5\u30fc\u304c\u9589\u3058\u305f\u308a\u7121\u4eba\u306b\u306a\u3063\u305f\u5834\u5408\u306b\u3001\u5f85\u6a5f\u4e2d\u306e\u4f1a\u8a71\u3092\u81ea\u52d5\u7684\u306b\u51e6\u7406\u3067\u304d\u308b\u6a5f\u80fd\u3092\u767a\u8868\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f2026\u5e746\u670820\u65e5\u306b\u4e00\u822c\u516c\u958b\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>  <b>\u3053\u308c\u304c\u79c1\u306b\u3069\u3046\u5f71\u97ff\u3059\u308b\u306e\u3067\u3057\u3087\u3046\u304b?<\/b><br \/>  \u3053\u306e\u6a5f\u80fd\u306f\u3001\u4f1a\u8a71\u304c\u672c\u6765\u672a\u51e6\u7406\u306e\u307e\u307e\u3068\u306a\u308b2\u3064\u306e\u91cd\u8981\u306a\u30b7\u30ca\u30ea\u30aa\u3092\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306b\u691c\u51fa\u3059\u308b\u3053\u3068\u3067\u3001\u30ad\u30e5\u30fc\u51e6\u7406\u3092\u5f37\u5316\u3057\u307e\u3059\u3002<\/p>\n<p>  <b>\u30ad\u30e5\u30fc\u304c\u55b6\u696d\u6642\u9593\u5916\u306b\u79fb\u884c\u3059\u308b:<\/b> \u9589\u5e97\u524d\u306b\u30ad\u30e5\u30fc\u306b\u5165\u3063\u305f\u9032\u884c\u4e2d\u306e\u4f1a\u8a71\u3092\u7d99\u7d9a\u7684\u306b\u76e3\u8996\u3057\u307e\u3059\u3002\u4f1a\u8a71\u304c\u5f85\u3063\u3066\u3044\u308b\u9593\u306b\u30ad\u30e5\u30fc\u304c\u55b6\u696d\u6642\u9593\u5916\u306b\u79fb\u884c\u3057\u305f\u5834\u5408\u3001\u81ea\u52d5\u7684\u306b\u7ba1\u7406\u8005\u304c\u5b9a\u7fa9\u3057\u305f\u30aa\u30fc\u30d0\u30fc\u30d5\u30ed\u30fc\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u9069\u7528\u3055\u308c\u307e\u3059\u3002\u9867\u5ba2\u306f\u7559\u5b88\u756a\u96fb\u8a71\u3092\u6b8b\u3057\u305f\u308a\u3001\u6298\u308a\u8fd4\u3057\u306e\u30ea\u30af\u30a8\u30b9\u30c8\u3092\u3057\u305f\u308a\u3001\u5225\u306e\u5229\u7528\u53ef\u80fd\u306a\u30ad\u30e5\u30fc\u306b\u8ee2\u9001\u3057\u305f\u308a\u3059\u308b\u3088\u3046\u6848\u5185\u3055\u308c\u3001\u624b\u4f5c\u696d\u306a\u3057\u3067\u30b9\u30e0\u30fc\u30ba\u306a\u4e00\u65e5\u306e\u7d42\u308f\u308a\u4f53\u9a13\u304c\u4fdd\u8a3c\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>  <b>\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306f\u30ed\u30b0\u30a4\u30f3\u3057\u3066\u3044\u307e\u305b\u3093:<\/b> \u3053\u306e\u30b7\u30b9\u30c6\u30e0\u306f\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u7a7a\u304d\u72b6\u6cc1\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30ad\u30e5\u30fc\u306b\u5272\u308a\u5f53\u3066\u3089\u308c\u305f\u3059\u3079\u3066\u306e\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u304c\u30ed\u30b0\u30a2\u30a6\u30c8\u3057\u305f\u5834\u5408\u3001\u30ad\u30e5\u30fc\u5185\u306e\u30aa\u30fc\u30d0\u30fc\u30d5\u30ed\u30fc\u30bf\u30a4\u30de\u30fc\u3092\u5f85\u3064\u4ee3\u308f\u308a\u306b\u3001\u5373\u5ea7\u306b\u8a2d\u5b9a\u6e08\u307f\u306e\u30d5\u30a9\u30fc\u30eb\u30d0\u30c3\u30af\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u30c8\u30ea\u30ac\u30fc\u3055\u308c\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u5927\u91cf\u30ed\u30b0\u30a2\u30a6\u30c8\u30a4\u30d9\u30f3\u30c8\u3001\u4e88\u671f\u305b\u306c\u4f11\u61a9\u3001\u55b6\u696d\u6642\u9593\u5185\u306b\u8a18\u9332\u3055\u308c\u3066\u3044\u306a\u3044\u795d\u65e5\u306a\u3069\u306e\u72b6\u6cc1\u3067\u7279\u306b\u4fa1\u5024\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>  \u7ba1\u7406\u8005\u306fConversation Orchestration\u3092\u901a\u3058\u3066\u81ea\u7136\u8a00\u8a9e\u30d7\u30ed\u30f3\u30d7\u30c8\u3092\u4f7f\u3063\u3066\u4e21\u65b9\u306e\u30b7\u30ca\u30ea\u30aa\u3092\u8a2d\u5b9a\u3067\u304d\u3001\u30ad\u30e5\u30fc\u306e\u52d5\u4f5c\u3092\u7d30\u304b\u304f\u5236\u5fa1\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u76f4\u63a5\u306e\u30b5\u30dd\u30fc\u30c8\u304c\u306a\u304f\u3066\u3082\u9867\u5ba2\u306f\u5e38\u306b\u6700\u826f\u306e\u7d50\u679c\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3055\u308c\u307e\u3059\u3002  <\/p>\n<p>  <b>\u3069\u3093\u306a\u5bfe\u5fdc\u3092\u53d6\u308c\u3070\u3044\u3044\u306e\u3067\u3057\u3087\u3046\u304b?<\/b><br \/>  \u3053\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u610f\u8b58\u5411\u4e0a\u306e\u305f\u3081\u306e\u3082\u306e\u3067\u3042\u308a\u3001\u884c\u52d5\u306f\u5fc5\u8981\u3042\u308a\u307e\u305b\u3093\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MC1323827 | Dynamics 365 Contact Center &#8211; Automatically handle waiting conversations when queues close o [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-16523","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/16523","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=16523"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/16523\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=16523"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=16523"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=16523"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}