Highest capacity assigns to the representative with the highest available capacity who has the skills from classification and an allowed presence.If more than one has the same capacity, the page says round-robin order breaks the tie.Exact match filters on an exact skill match and then orders by available capacity.Closest match orders by closest match rather than by available capacity.Advanced round robin matches skills, presence, and capacity.The initial order is when the user was added to the queue, then the order updates from assignments, and the order is kept per queue.A tie uses the earliest last-assignment time.
Least active, for voice and messaging only, uses the time since last capacity was released for a voice or messaging conversation and the Block capacity for wrap-up setting.The page says that data is in the msdyn_agentchannelstate table.First-in-first-out is the default prioritization when an out-of-the-box or custom method has no prioritization rules.For chat and voice, the page says the system uses conversation creation time.The page says not to use least active for employment decisions such as compensation, rewards, or seniority.Custom methods do not inherit the workstream’s presence, capacity, and skill settings.You configure those rules yourself.
Highest capacity uses free capacity.Round robin keeps an order per queue.Least active uses the last capacity release, and it is not for employment decisions.
What remains when the path to Microsoft 365 drops. Lesson: Highest capacity, round robin, least active.Names from one page. Not a productivity score. Counts in this drawing are teaching order, not customers.
Which description of Short-term forecast is accurate?
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. Volume on that page excludes conversations that AI agents handle with no representative joining. Forecasting then feeds capacity planning, which drives scheduling. Source: https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-forecast-overview accessed 2026-10-14.
A colleague reports: A six-week forecast is read as a daily three-year plan. Where do you start?
A six-week forecast is read as a daily three-year plan. The same page says a long-term scenario is daily, up to three years (1,096 days). Weighted average is marked preview. Source: https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-forecast-overview accessed 2026-10-14.
Which description of Least active assignment is accurate?
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. It uses the time since last capacity is released for a voice or messaging conversation, and the Block capacity for wrap-up setting on the workstream. Source: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/assignment-methods accessed 2026-10-14.
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
Closest match is expected to order by free capacity, which is the exact-match behavior instead.
Cross-platform bridges
CUCM
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Webex
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
UCCE
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
