Dynamics 365 Contact Center – Analyze adherence history to optimize workforce planning

We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will reach general availability on December 22, 2025. How does this affect me? The Adherence History Report will provide a complete view of customer service representatives’ historical adherence to scheduled tasks and activities. This feature will help to support supervisors to analyze patterns, identify gaps, and improve workforce efficiency. Key components of this feature include: Trend Chart: Visualize adherence patterns for individual customer service representatives or the entire team over time. Metrics Dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence. Activity Summary View: Access detailed activity logs for each customer service representative, including precise durations for granular analysis. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1189137

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