Dynamics 365 Customer Service: Workforce engagement management – Monitor intraday performance against the forecast

The intraday performance report provides supervisors with an interval-level view of performance against the forecast. In Copilot Service workspace, go to Workforce management to access the report. Compare forecast and actual contact volume and average handle time. Variances appear as values and percentages, making outliers easier to identify. Compare forecast, required, and scheduled staffing levels to identify understaffed and overstaffed intervals. Review service level, occupancy, and schedule adherence alongside volume and staffing data in a single report. View data in 15-, 30-, or 60-minute intervals to match how your organization manages intraday performance. Filter the report by planning group and shift plan to focus on the areas you manage. Access and prerequisites To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center. Business Value: Contact center forecasts and schedules are built days or weeks in advance, but demand rarely arrives exactly as planned. When volume spikes, handle times run long, or agents are absent, supervisors often don’t see the gap until service levels have already slipped and the interval is gone. The intraday performance report closes that gap by showing plan versus actual as the day unfolds. Supervisors can see which intervals are under- or over-staffed and act while there’s still time by moving agents between queues, adjusting break and training schedules, or opening overtime only where it’s genuinely needed. That protects service level and abandonment targets on the days that matter most, and it curbs the two costs that quietly compound in every contact center: paying for idle capacity in over-forecasted intervals and paying premium rates to recover from under-forecasted ones. Enabled for: Enabled by admins/makers/marketers for end users Product Release phase Preview Release date October CY2026Preview date: August CY2026 Platform Web Cloud Instance Worldwide (Standard Multi-Tenant) Created 2026-10-16 19:08:32Z Roadmap ID 576748 Roadmap Link https://www.microsoft.com/microsoft-365/roadmap?id=576748

The post Dynamics 365 Customer Service: Workforce engagement management – Monitor intraday performance against the forecast appeared first on M365 Admin.