MWPRO IMPACT SCORE
OPERATIONAL IMPACT
29
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?
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Primary Audience
Tenant AdminsMicrosoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This is a new feature entering public preview, giving supervisors volume spike alerts in Dynamics 365 Customer Service and Contact Center. Admins must enable it in the Copilot Service admin centre, but the message states no immediate action is required. Impact is primarily on admin configuration and awareness, with minimal direct user disruption outside supervisory workflows.
35
Admin Impact
20
User Impact
25
Urgency
30
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Supervisors can set alerts for unexpected conversation spikes in Dynamics 365 Customer Service and Contact Center. Helps spot and respond faster to intraday workload changes.
END USERS
No major end-user change expected.
IT ADMINS
Feature must be enabled in Copilot Service admin centre under Workforce management > Intraday management > Workforce alerts.
ROLLOUT TIMELINE
Upcoming:
31 August 2026
31 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service and Dynamics 365 Contact Center – Detect intraday volume spikes with workforce alerts
Message ID: MC1455051
We are announcing the ability to create volume spike alerts and in-app notifications in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature will reach public preview on August 31, 2026.
How does this affect me?
With this feature, supervisors can create volume spike alerts that compare real-time conversation volume against the forecast linked to a shift plan and receive an in-app notification when volume exceeds forecast beyond the thresholds they set. This lowers the time to respond and adapt to service level-impacting changes in your daily operations.
This feature is only available through Workforce Management for Customer Service. Administrators must enable this feature in the Copilot Service admin center, under Workforce management > Intraday management > Workforce alerts.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
