Glossary
Queue
By Emil Björk · Microsoft business apps consultant, Gothenburg
A holding container in Dynamics 365 — typically for cases, leads, or work items awaiting assignment to an agent or owner.
A queue in Dynamics 365 is a holding container for records awaiting attention — most commonly cases in Customer Service, conversations in omnichannel, leads in Sales, work orders in Field Service, or generic work items. Queues are scoped by team or function: First-line Support queue, EMEA Sales queue, VIP Customer queue, Spanish-language queue. Routing rules direct incoming items to queues based on attributes; agents work from their assigned queues either by taking the next item (first-in-first-out) or by selecting specifically. Unified Routing in Customer Service uses queues alongside agent capacity profiles and skill matching to assign work optimally. Queue performance — depth, wait time, oldest item — is the primary real-time operational signal for supervisors.
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