MC1538962 - Dynamics 365 Contact Center - Use bullseye routing with user groups to orchestrate conversations
Microsoft 365 Message Center announcement MC1538962.
MS Message Center's Summary
Microsoft is rolling out bullseye routing for user groups in Dynamics 365 Contact Center by November 6 2026. This capability lets administrators set up tiered assignment playbooks that expand the eligible agent pool as customer wait times increase. Administrators should review playbooks to manage Copilot credit consumption and configure thresholds before general availability.
- Administrator impact
- Administrators must enable and publish playbooks under conversation orchestration to activate the feature and consume Copilot credits.
- End user impact
- Customer service representatives will receive routed conversations through an automated tiered expansion process based on wait times.
- Importance
- 3/10: This is a new feature rollout that introduces optional configuration tasks and credit consumption considerations for administrators.
- Message Center ID
- MC1538962
- Category
- stay Informed
- Severity
- normal
- Services
- Dynamics 365 Apps
- Tags
- New feature
- Published
- 2026-11-04
- Last updated
- 2026-11-04
- Expires
- 2026-12-07
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 .