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Roadmap ID 576606 Launched

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

Microsoft 365 Message Center Archive by Merill Fernando

Changes ChangeIntel observed:Rolling out → Launched seen 4d ago

Microsoft 365 roadmap entry

Changes ChangeIntel observed

last 90 days

Observed refresh times show when ChangeIntel detected a change. Source creation and modification times appear in Overview. Targets retain month precision.

  • Rolling out → Launchedseen 4d ago

What changed

  1. Preview target: Not stated → July CY2026 · Availability target: Not stated → October CY2026
  2. Preview target: July CY2026 → Not stated · Availability target: October CY2026 → Not stated
  3. Preview target: Not stated → July CY2026 · Availability target: Not stated → October CY2026
  4. Preview target: July CY2026 → Not stated · Availability target: October CY2026 → Not stated
Page history

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Field-level log (41)

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  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
ChangeIntel

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Sources read 11 Nov 16:19 UTC · 274 of 275 readable · 273 fully read · documentation 469/469 current

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