LUCAMEMicrosoft is adding a feature to Dynamics 365 Contact Centre called bullseye routing with user groups. It lets you set up a tiered system so that incoming conversations are first offered to your best-matched agents, and then, if nobody picks up within a set time, the pool of eligible staff automatically widens. You define the wait thresholds yourself, so you can decide how long a customer waits at each tier before the next group is included. It keeps customers from sitting in a queue indefinitely while still making sure the most qualified person handles the conversation if they're available.
What this means for your business
If you're running Dynamics 365 Contact Centre for a client-facing team, whether that's a front desk, a sales line or a support queue, this gives you finer control over how calls and chats are routed without needing to build complicated overflow rules by hand. It's worth reviewing your current queue configuration once the feature lands to see whether tiered thresholds would reduce wait times in your busiest periods. Talk to us if you'd like help thinking through how to structure your user groups.