MC1538962 High
Dynamics 365 Contact Center - Use bullseye routing with user groups to orchestrate conversations
Summary AI-generated
Bullseye routing with user groups for Dynamics 365 Contact Center lets admins orchestrate conversation assignments; GA by November 6, 2026.
Suggested actions AI-generated
- Enable bullseye routing under conversation orchestration
- Configure bullseye playbooks as needed
- Publish playbook to activate orchestration logic
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
Similar posts
Search for more like this- MC1443083 Dynamics 365 Contact Center - Use bullseye routing with user groups to orchestrate conversations
- MC1417473 Dynamics 365 Contact Center - Bullseye routing with User groups
- MC1538980 Dynamics 365 Contact Center - Orchestrate conversation distribution with natural language playbooks
- MC1442135 Dynamics 365 Contact Center - Orchestrate conversation distribution with AI-powered playbooks
- MC1536059 Microsoft 365 Copilot: Conversation orchestration expands routing and overflow capabilities
- MC1483413 Dynamics 365 Contact Center - Assign conversation to expert who engaged with the customer previously
Original post from Microsoft
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.
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.