MWPRO IMPACT SCORE
OPERATIONAL IMPACT
51
0
25
50
75
100
HIGH IMPACT • REVIEW RECOMMENDED
Recommended Action:
Review the update and plan any required actions before rollout.
Review the update and plan any required actions before rollout.
What is MWPro Impact Score?
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Primary Audience
Tenant AdminsMicrosoft 365 AdminsPower Platform AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This is a new feature introducing bullseye routing with user groups for Dynamics 365 Contact Center, offering admins more granular control in conversation orchestration. Admins must configure playbooks and thresholds, which requires planning and testing. End users may notice quicker routing or reduced wait times, but changes are largely backend. The feature reaches general availability imminently, so action planning is moderately urgent.
60
Admin Impact
30
User Impact
55
Urgency
45
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center adds bullseye routing with user groups, letting admins expand eligible support agents automatically as wait times grow.
END USERS
Users may notice faster or more consistent assignment of customer conversations.
IT ADMINS
Check conversation orchestration settings and configure bullseye playbooks if you plan to use this routing method.
ROLLOUT TIMELINE
Upcoming:
November 6, 2026
November 6, 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Use bullseye routing with user groups to orchestrate conversations
Message ID: MC1538962
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.
Source: Microsoft Message Center • Analysed by MWPro
