Dynamics 365 Contact Center - Use bullseye routing with user groups to orchestrate conversations

We are announcing the ability to Use bullseye routing with user groups to orchestrate conversations in Dynamics 365 Contact Center. This feature will reach general availability by November 6, 2026.

How does this affect me?
This feature introduces a tiered assignment strategy that automatically expands the pool of eligible customer service representatives as conversation wait times increase. Admins can configure a bullseye routing playbook, allowing them to associate user groups with a queue and define wait time thresholds for each tier they add to that queue. Once configured, conversation orchestration monitors each conversation's wait time and automatically expands the eligible pool when thresholds are reached.

What action do I need to take?
Admins can enable bullseye routing under conversation orchestration to start configuring bullseye playbooks. If you’re already using bullseye routing under conversation orchestration, you can continue using your existing configurations without additional action.

Copilot credits are used only when an admin publishes a playbook, which makes the configured orchestration logic active for use. Once published, the playbook can process any number of customer conversations without consuming additional Copilot credits. Saving a playbook as a draft or simply enabling Conversation Orchestration does not consume Copilot credits.

If you would like more information on this feature, please visit Use bullseye routing with user groups to orchestrate conversations.