Work with queues in Omnichannel for Customer Service

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Omnichannel queues are used to collect and distribute workload among agents. Workload includes conversations, such as Chat or SMS. Agents are added as queue members to the queues and the workload is distributed among these agents.

Omnichannel queues are proxies for skills or domains. For example, you can create separate queues for billing issues, investment issues, and so on. When a customer query comes for these issue types, it is routed to its designated queue.

Omnichannel queues

You can assign priority to queues. All conversations in a queue take the priority of the queue and higher priority conversations are allocated first. For example, if there are two chat conversations coming from two queues with priorities assigned as Priority 1 and Priority 2 respectively, chat conversation with Priority 1 will be allocated to an agent first.

Default queue

There is a default Omnichannel queue for each organization. Admins can't delete the default queue. By default, all Omnichannel users are members of the default queue. Therefore, the membership of this queue can't be changed.


When no queues or routing rules are defined, all conversations are directed to the Default queue.

Create a new queue

Follow these steps to create a new Omnichannel queue.

  1. In the Omnichannel Administration site map, go to Queues & Users > Omnichannel Queues.

    The Active Omnichannel Queue view is shown.

  2. On the command bar, select New to create an Omnichannel queue.

  3. On the Summary tab, in the General Information section, provide the following information:

    1. Name: Enter a name for the queue.
    2. Priority: Assign a priority to define how quickly a conversation should be picked from the queue.
  4. Select Save to save the new queue.

    The Users (Agents) section is shown for the queue.

  5. In the Users (Agents) section, select Add Existing User to add existing agents to the queue.

  6. On the Lookup Records flyout menu, select the agents to add, and then select Add.


    To select users from other views, you can change the view by selecting Change View.

omnichannel queue

See also

Understand and create work streams

Understand unified routing and work distribution