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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 4, 2025 |
Oct 2025 |
Business value
The enhanced Assign option for cases enables supervisors to reassign case ownership for greater visibility and accountability—without disrupting unified routing. This unlocks full support for tracking representatives' capacity and presence in unified routing.
Feature details
With this release, when supervisors use the "Assign To" option on the case form to assign a case to a representative, the presence and capacity of the service representative will be validated and updated:
- The case owner will be updated.
- The WorkedBy field will be set to the assigned representative.
- The representative capacity will be consumed.
- The representative presence will be updated to reflect the new assignment.
- All downstream routing rules and policies are honored.
If the selected representative has no available capacity or doesn't match the required profile, the system will:
- Prompt the supervisor with a confirmation dialog.
- Allow them to proceed or cancel the assignment.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.