In Dynamics 365 Omnichannel and Unified Routing:

• Chat and voice-based queues support the “Least Active” assignment method, which distributes work items to agents based on their current activity/load.
• However, for record-based queues (case/service request routing), this assignment method is not available.

Currently, record-based routing only supports:

• High capacity
• Advanced round robin

This creates an inconsistency in how workloads are distributed across different channels.

🔹 Business Impact

• Uneven workload distribution for record-based work items
• Agents handling cases may become overloaded while others are underutilized
• Reduced efficiency compared to real-time channels (chat/voice)
• Inconsistent routing behavior across channels leads to:
• Confusion for admins configuring routing strategies
• Difficulty maintaining standardized load-balancing logic
• Impacts SLA and productivity in high-volume case management scenarios

🔹 Scenario (Real Enterprise Use Case)

1. Organization uses:

• Omnichannel for chat/voice
• Record-based routing for Service Requests (SRs / cases)

1. For chat/voice:

• Routing uses Least Active, ensuring optimal agent load balancing

1. For record queues:

• Routing uses High Capacity or Round Robin, which does not reflect real-time agent workload

👉 Result:

• An agent actively handling multiple SRs may still get assigned new records
• Another agent with lower load may remain underutilized

🔹 Expected Behavior

Provide “Least Active” assignment method for record-based queues, similar to chat/voice routing:

• Consider active workload (open cases, assigned items, capacity utilization)
• Assign next work item to the least loaded agent