What happens when an agent releases a queue item they are working on?

When an agent releases a queue item they are working on, the correct outcome is that the queue item will be removed from the user's personal queue and returned to its original queue. This process allows for the efficient handling of work items in a team setting, ensuring that when an agent is no longer able to handle a specific queue item, it can be reassigned to the general pool or the original source from which it came.

Returning the item to its original queue allows other agents to view and potentially take ownership of the item if they are available and have the necessary skills to handle it. This behavior helps maintain a structured workflow and avoids unnecessary backlog by ensuring that all items are accessible to any agent who can assist.

In contrast, options that state the queue item would be entirely removed from all queues, just from the user’s personal queue, or solely from its original queue do not accurately represent how the queue item management works in Dynamics 365 Customer Service. The system is designed to keep items available within the flow of work, allowing for more dynamic management of service requests and ensuring that nothing falls through the cracks when an agent is unable to continue working on a particular case.