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…