We are announcing Bullseye routing with User groups in Dynamics 365 Contact Center. This feature will reach public preview on July 17, 2026.
How does this affect me?
This feature enables a tiered assignment strategy that automatically expands the pool of eligible customer service representatives as conversation wait time increases. Rather than assigning from a fixed pool or waiting for overflow rules to trigger, this approach progressively widens availability in concentric rings, starting with the best-fit representatives and expanding outward as needed.
Key functionality of this feature includes:
- Best-fit first: Prioritizes the most qualified representatives before expanding to broader pools.
- Automatic expansion: No manual intervention required—wait time thresholds trigger expansion automatically.
- Configurable tiers: Define as many user group tiers as needed, with custom wait time thresholds for each.
- Seamless integration: Works alongside other conversation orchestration scenarios like dynamic priority escalation and overflow based on representative availability.
To configure Bullseye routing with User groups, associate user groups with your queue, then create a playbook for this scenario in Conversation orchestration. Define wait time thresholds for each tier and publish the playbook to activate.
What action do I need to take?
This message is for awareness, and no action is required.