Currently: When a user routes a queue item/case, using the "route queued item" function, the default queue lookup view is set to Business Queues. This queue lookup view does not include all active queues and it includes inactive queues which creates a risk of users routing queue items to inactive or incorrect queues.

We require the ability/control to set the default queue lookup that is used in the "route queued item" function to our own preference - the "Active queues" lookup view.

This will ensure users are able to route queue items to all available and active queue's reducing the time it takes to complete this process.

Ideas Administrator


This capability has been made available to optimize agent efficiency. You can set up custom views that contain a filtered list of queues. Please refer this documentation for more details - Set up default views for routing dialogs


Prathmesh Todakar

Product Manager, Microsoft.