MC1443083 — Dynamics 365 Contact Center - Use bullseye routing with user groups to orchestrate conversations

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 on August 31, 2026. How does this affect me? This feature enables a tiered assignment strategy that automatically expands the pool of eligible customer service representatives as conversation wait time increases. Rather than assigning from a fixed pool or waiting for overflow rules to trigger, this approach progressively...

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