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Recorded 7 Nov 2026 at 00:35 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.

Microsoft 365 roadmapMicrosoft 365 roadmap

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

Bullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. Administrators configure this scenario by associating user groups with a queue and defining wait time thresholds for each tier. For example: 0–30 seconds: Assign to Tier 1 specialists (primary user group) 30–60 seconds: Expand to include Tier 2 representatives (secondary user group) 60+ seconds: Include all available representatives (tertiary user group) Conversation orchestration monitors each conversation's wait time and automatically expands the eligible pool when thresholds are reached. This process ensures that customers are matched with the most qualified available representative, while preventing excessive wait times when the primary pool is at capacity. Key benefits: Best-fit first : Prioritizes the most qualified representatives before expanding to broader pools. Automatic expansio…

What it said

Roadmap ID
576606
Status
Launched
General availability target
October CY2026
Preview target
July CY2026
Products
Microsoft Copilot (Microsoft 365), Dynamics 365 Contact Center
Clouds
Worldwide (Standard Multi-Tenant)
Release phases
General Availability, Preview
Platforms
Web
Added to the roadmap
28 Oct 2026 23:04 UTC
Last changed
6 Nov 2026 23:04 UTC

Source evidence when recorded

Microsoft 365 roadmap
Complete at observationRead 7 Nov 2026 at 00:33 UTC

Coverage describes the sources at this observation. A complete read then does not establish their current position.

Page history

Changes are dated when recorded; day views use the last saved version from that UTC day, and citations stay fixed.

Cite this version
Field-level log (41)

Up to 100 recent field edits are shown; older edits may be outside retention.

  1. 7 Nov 2026 · 00:35:20 UTC Last changed28 Oct 2026 23:04 UTC → 6 Nov 2026 23:04 UTC
  2. 7 Nov 2026 · 00:35:20 UTC StatusRolling out → Launched
  3. 5 Nov 2026 · 18:04:05 UTC Source coverage: microsoft-365-roadmapIncomplete → Current
  4. 5 Nov 2026 · 17:01:08 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  5. 4 Nov 2026 · 15:02:25 UTC Preview targetNot stated → July CY2026
  6. 4 Nov 2026 · 15:02:25 UTC General availability targetNot stated → October CY2026
  7. 4 Nov 2026 · 15:02:25 UTC Source coverage: merill-message-center-archiveCurrent → Not collected
  8. 4 Nov 2026 · 15:02:25 UTC Source coverage: microsoft-365-roadmapCurrent
  9. 4 Nov 2026 · 15:02:25 UTC Link: Microsoft Copilot (Microsoft 365)/roadmap?topic=Microsoft%20Copilot%20%28Microsoft%20365%29&period=all#items → No longer listed in this observation
  10. 4 Nov 2026 · 15:02:25 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items
  11. 4 Nov 2026 · 15:02:25 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/en-us/microsoft-365/roadmap?id=576606
  12. 4 Nov 2026 · 15:02:25 UTC SummaryBullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. → Bullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. Administrators configure this scenario by associating user groups with a queue and defining wait time thresholds for each tier. For example: 0–30 seconds: Assign to Tier 1 specialists (primary user group) 30–60 seconds: Expand to include Tier 2 representatives (secondary user group) 60+ seconds: Include all available representatives (tertiary user group) Conversation orchestration monitors each conversation's wait time and automatically expands the eligible pool when thresholds are reached. This process ensures that customers are matched with the most qualified available representative, while preventing excessive wait times when the primary pool is at capacity. Key benefits: Best-fit first : Prioritizes the most qualified representatives before expanding to broader pools. Automatic expansio…
  13. 4 Nov 2026 · 13:26:53 UTC Preview targetJuly CY2026 → Not stated
  14. 4 Nov 2026 · 13:26:53 UTC General availability targetOctober CY2026 → Not stated
  15. 4 Nov 2026 · 13:26:53 UTC Source coverage: microsoft-365-roadmapIncomplete → Not collected
  16. 4 Nov 2026 · 13:26:53 UTC Source coverage: merill-message-center-archiveCurrent
  17. 4 Nov 2026 · 13:26:53 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items → No longer listed in this observation
  18. 4 Nov 2026 · 13:26:53 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/en-us/microsoft-365/roadmap?id=576606 → No longer listed in this observation
  19. 4 Nov 2026 · 13:26:53 UTC Link: Microsoft Copilot (Microsoft 365)/roadmap?topic=Microsoft%20Copilot%20%28Microsoft%20365%29&period=all#items
  20. 4 Nov 2026 · 13:26:53 UTC SummaryBullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. Administrators configure this scenario by associating user groups with a queue and defining wait time thresholds for each tier. For example: 0–30 seconds: Assign to Tier 1 specialists (primary user group) 30–60 seconds: Expand to include Tier 2 representatives (secondary user group) 60+ seconds: Include all available representatives (tertiary user group) Conversation orchestration monitors each conversation's wait time and automatically expands the eligible pool when thresholds are reached. This process ensures that customers are matched with the most qualified available representative, while preventing excessive wait times when the primary pool is at capacity. Key benefits: Best-fit first : Prioritizes the most qualified representatives before expanding to broader pools. Automatic expansio… → Bullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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.
  21. 4 Nov 2026 · 13:10:08 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  22. 4 Nov 2026 · 11:04:04 UTC Preview targetNot stated → July CY2026
  23. 4 Nov 2026 · 11:04:04 UTC General availability targetNot stated → October CY2026
  24. 4 Nov 2026 · 11:04:04 UTC Source coverage: merill-message-center-archiveCurrent → Not collected
  25. 4 Nov 2026 · 11:04:04 UTC Source coverage: microsoft-365-roadmapCurrent
  26. 4 Nov 2026 · 11:04:04 UTC Link: Microsoft Copilot (Microsoft 365)/roadmap?topic=Microsoft%20Copilot%20%28Microsoft%20365%29&period=all#items → No longer listed in this observation
  27. 4 Nov 2026 · 11:04:04 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items
  28. 4 Nov 2026 · 11:04:04 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/en-us/microsoft-365/roadmap?id=576606
  29. 4 Nov 2026 · 11:04:04 UTC SummaryBullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. → Bullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. Administrators configure this scenario by associating user groups with a queue and defining wait time thresholds for each tier. For example: 0–30 seconds: Assign to Tier 1 specialists (primary user group) 30–60 seconds: Expand to include Tier 2 representatives (secondary user group) 60+ seconds: Include all available representatives (tertiary user group) Conversation orchestration monitors each conversation's wait time and automatically expands the eligible pool when thresholds are reached. This process ensures that customers are matched with the most qualified available representative, while preventing excessive wait times when the primary pool is at capacity. Key benefits: Best-fit first : Prioritizes the most qualified representatives before expanding to broader pools. Automatic expansio…
  30. 4 Nov 2026 · 10:01:18 UTC Preview targetJuly CY2026 → Not stated
  31. 4 Nov 2026 · 10:01:18 UTC General availability targetOctober CY2026 → Not stated
  32. 4 Nov 2026 · 10:01:18 UTC Source coverage: microsoft-365-roadmapIncomplete → Not collected
  33. 4 Nov 2026 · 10:01:18 UTC Source coverage: merill-message-center-archiveCurrent
  34. 4 Nov 2026 · 10:01:18 UTC Link: Dynamics 365/roadmap?topic=Dynamics%20365&period=all#items → No longer listed in this observation
  35. 4 Nov 2026 · 10:01:18 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/en-us/microsoft-365/roadmap?id=576606 → No longer listed in this observation
  36. 4 Nov 2026 · 10:01:18 UTC Link: Microsoft Copilot (Microsoft 365)/roadmap?topic=Microsoft%20Copilot%20%28Microsoft%20365%29&period=all#items
  37. 4 Nov 2026 · 10:01:18 UTC SummaryBullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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. Administrators configure this scenario by associating user groups with a queue and defining wait time thresholds for each tier. For example: 0–30 seconds: Assign to Tier 1 specialists (primary user group) 30–60 seconds: Expand to include Tier 2 representatives (secondary user group) 60+ seconds: Include all available representatives (tertiary user group) Conversation orchestration monitors each conversation's wait time and automatically expands the eligible pool when thresholds are reached. This process ensures that customers are matched with the most qualified available representative, while preventing excessive wait times when the primary pool is at capacity. Key benefits: Best-fit first : Prioritizes the most qualified representatives before expanding to broader pools. Automatic expansio… → Bullseye routing with user groups enables a tiered assignment strategy that automatically expands the pool of eligible 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.
  38. 4 Nov 2026 · 07:16:39 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  39. 3 Nov 2026 · 10:16:39 UTC Source coverage: microsoft-365-roadmapIncomplete → Current
  40. 3 Nov 2026 · 09:13:39 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  41. 29 Oct 2026 · 02:32:28 UTC Link: Microsoft 365 Message Center Archive by Merill Fernandohttps://mc.merill.net/message/RM576606
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Sources read 11 Nov 19:00 UTC · 274 of 275 readable · 273 fully read · documentation 469/469 current

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