MWPRO IMPACT SCORE
OPERATIONAL IMPACT
28
0
25
50
75
100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
Recommended Action:
Take a look and decide whether this affects your tenant, users or support teams.
Take a look and decide whether this affects your tenant, users or support teams.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Tenant AdminsMicrosoft 365 AdminsPower Platform AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This is a new optional reporting feature in public preview that helps supervisors track performance against forecasts. Admins may need to install a Workforce Management package, which adds light configuration and communication effort. Impact on end users is minimal as this targets supervisors and analysts rather than broad user functionality. Urgency is low because no action is required immediately and there is no enforcement or deadline.
35
Admin Impact
15
User Impact
25
Urgency
30
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
A new intraday performance report for Dynamics 365 Customer Service is coming in public preview. It helps supervisors compare live service data against forecasts for better staffing and performance oversight.
END USERS
No major end-user change expected.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
28 August 2026
28 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service – Monitor intraday performance against forecast
Message ID: MC1454032
We are announcing the addition of intraday performance reports in Dynamics 365 Customer Service. This new report will reach public preview on August 28, 2026.
How does this affect me?
The intraday performance report will become available in the Copilot Service workspace site map under Workforce management. It enables supervisors to monitor an interval-level view of daily service compared to forecasted metrics, allowing them to proactively adjust operational tactics to ensure compliance with service level agreements.
This feature includes the following key functionality:
- Staffing analysis places forecasted, required, and scheduled staffing side by side, which makes understaffed and overstaffed intervals immediately visible.
- Performance metrics in context surfaces service level, occupancy, and schedule adherence alongside the volume and staffing data, rather than in a separate report.
- Interval granularity, which can be separated into 15, 30, or 60 minutes, allows teams to match this view with their operations much closer to the way it is managed.
- Filtering options allow supervisors to narrow the scope reports by planning group and shift plan, narrowing the report details to relevant data.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
