Voice workstreams and voice queues

Learn it in 5 minutes

The workstreams page says a workstream is a container to enrich, route, and assign work items. Types are Messaging, Record, and Voice. Voice routes calls to support numbers. In the create dialog, Push sends the work with a message alert, and Pick waits until someone takes it from Open work items. For voice, push mode only is available, and the work distribution mode cannot be edited later. A fallback queue receives work when no route-to-queue rule identifies a queue.

The assignment-methods page says least active is the default selection when you create a voice or messaging queue, and that it is for those channels only. The same page says the Queue priority field orders work across queues: work from higher-priority queues is assigned first. When queues mix out-of-the-box methods and custom prioritization, the page says the out-of-the-box queues are prioritized first. This room does not copy the assignment scale limits. The page links them.

Voice workstreams are push only. Least active is the default on a new voice or messaging queue. Higher-priority queues are assigned first.

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Worked example

A voice workstream is push only. I will not edit that mode later, because the page says I cannot.

1. Type Voice
2. Mode Push only
3. Fallback Queue when no rule matches
4. Priority Higher-priority queues first

If it fails: Pick mode is promised on a voice workstream, or the fallback queue has no members.

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Ecosystem

Glossary

• Least active assignment The assignment-methods page says least active is available for voice and messaging only, and is the default selection when you create a voice or messaging queue. Config: The page says the last-capacity-release data is in msdyn_agentchannelstate. It also says not to use the feature for employment decisions. Fault: Least active is promised on a record queue.
• Quality evaluation plan The quality and coaching page, which applies to Dynamics 365 Contact Center only, says an evaluation plan sets the criteria, the conversations, the timing, and the actions. Config: The page names the Omnichannel Administrator role, plus consumption-based billing and capacity. It says not to use the feature for employment decisions. Fault: A plan is activated before any indicator exists in the quality library.
• Quality guardrail On the quality and coaching page, a guardrail defines a required or prohibited behavior. Guardrails are evaluated for violations rather than assigned numeric scores, and each has a priority. Config: Set priority and optional nudge text, then activate the guardrail before you add it to a plan. Fault: A prohibited behavior is given a numeric score because the indicator form was copied.
• Short-term forecast The forecasting overview says a short-term scenario predicts volume and average handle time in 15-minute intervals for a horizon of up to six weeks (42 days), using a linear trend on internal or external data. Config: The same page says a long-term scenario is daily, up to three years (1,096 days). Weighted average is marked preview. Fault: A six-week forecast is read as a daily three-year plan.

Sister technologies

Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.

Config and troubleshooting

Pick mode is promised on a voice workstream, or the fallback queue has no members.

Cross-platform bridges

Future hooks

Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.

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