![Dynamics 365 Contact Center – Automated and manual scheduling for shift plans [MC1062976]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-cheneymediaproductions-7002772-1024x683.webp)
Message ID: MC1062976
We are announcing the Automated and manual scheduling for shift plans feature for Dynamics 365 Contact Center. This feature supports both manual and automated scheduling, enabling businesses to efficiently assign service representatives to shifts based on forecasted demand. It helps optimize workforce coverage while reducing scheduling effort. This feature will reach general availability on May 2, 2025.
How does this affect me?
This feature enables efficient scheduling of service representatives based on demand and availability, using both manual and automated options. It helps ensure proper staffing for different shifts, reduces coverage gaps, and improves operational efficiency. Additionally, it allows for strategic break distribution and avoids staffing shortages during peak times. With this feature, you can do the following:
- Short-term planning – Assign service representatives to shifts individually based on operational needs.
- Automatic scheduling – Generate schedules automatically with a single click, based on scheduling constraints.
- Break distribution – Schedule breaks across service representatives to help ensure continuous coverage during shifts.
What action do I need to take?
An administrator must install the Workforce Management for Customer Service package in the Power Platform admin center to activate this feature. To accomplish this, take the following steps:
- Log in to the Power Platform Admin Center using your administrator credentials.
- In the left navigation menu, click on Environments.
- Click to open the details for the environment where Workforce Management (WFM)
- From the toolbar, select Resources and then choose Dynamics 365 Apps.
- In the Dynamics 365 Apps section, click the Install App button.
- From the list of available apps, select Workforce Management for Customer Service and click Next.
- Review the terms of service, agree to them, and click Install to begin the installation process.
Source: Microsoft
![Dynamics 365 Contact Center – Introducing the Manage time-off requests feature [MC1062979]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-thomas-forsberg-1300282497-25399645-150x150.webp)
![Dynamics 365 Contact Center – Shift bidding for customer service representatives [MC1062977]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-pachon-in-motion-426015731-16655822-150x150.webp)
The recent announcement regarding the Automated and Manual Scheduling for Shift Plans feature in Dynamics 365 Contact Center is set to create quite a stir among both admins and users alike. As we gear up for its general availability on May 2, 2025, let’s take a moment to explore how this update will impact our day-to-day operations.
For admins, the introduction of this feature means a significant reduction in the time and effort required for scheduling. With the ability to automatically generate schedules at the click of a button, say goodbye to the days of wrestling with spreadsheets and endless email threads. Instead, you’ll have more time to focus on strategic initiatives and perhaps even consider that long-awaited coffee break! Installing the Workforce Management for Customer Service package will be the first step, but the ease of use that follows will surely be worth it.
On the user side, service representatives can look forward to a more organized and efficient work environment. The automated scheduling will ensure that shifts are filled based on demand, reducing the dreaded coverage gaps. Plus, with strategic break distribution, employees can expect a more balanced workload, which is always a win for morale. Who doesn’t love a well-timed coffee break?
The impact of these changes could be substantial. By optimizing workforce coverage and improving operational efficiency, businesses can better meet customer demands, ultimately leading to enhanced service delivery. It’s a win-win scenario!
I encourage everyone to share their thoughts and experiences regarding this update. How do you think it will change your workflow? Let’s keep the conversation going and learn from each other!
For more insights and updates, feel free to check out additional posts on mwpro.co.uk.