Dynamics 365 Contact Center: Workforce engagement management – Manage overnight shifts as a single continuous schedule

Supervisors can now create and manage overnight shifts that span across midnight while maintaining a single continuous shift experience. Shift plans support start and end times that extend into the next day, allowing organizations to accurately model overnight operations such as contact centers, support teams, healthcare services, and other 24×7 environments. Activities, breaks, meals, and ad-hoc work can be scheduled anywhere within the overnight shift and remain part of a single continuous itinerary. Supervisors can view and manage the entire shift without manually splitting schedules across calendar days. Activities that cross midnight are preserved as a single record and are not divided into separate activities. The system maintains a consistent ownership model where the shift belongs to the day on which it starts. Paid hours, schedule ownership, adherence calculations, and related scheduling behaviors continue to follow the shift-start day, providing predictable scheduling outcomes regardless of how the shift is displayed. When viewing schedules across multiple shift plans, overnight shifts are displayed within the standard daily schedule view. When viewing an individual shift plan, supervisors can see the full overnight shift as a single continuous work session, making it easier to manage overnight operations and understand employee schedules. Business Value: Support 24×7 operations. Eliminate workarounds that require splitting shifts across days. Improve migration readiness from Verint, Genesys, NICE, UKG, and Calabrio. Provide predictable overnight scheduling behavior. Enabled for: Enabled for end users automatically Product Release phase General Availability Release date October CY2026 Platform Web Cloud Instance Worldwide (Standard Multi-Tenant) Created 2026-10-23 22:46:09Z Roadmap ID 578073 Roadmap Link https://www.microsoft.com/microsoft-365/roadmap?id=578073

The post Dynamics 365 Contact Center: Workforce engagement management – Manage overnight shifts as a single continuous schedule appeared first on M365 Admin.