Dynamics 365 Contact Center – Introducing the Manage time-off requests feature [MC1062979]

Message ID: MC1062979

We are announcing the Manage Time-off Requests feature for Dynamics 365 Contact Center. This feature will allow service representatives to submit leave requests that supervisors can review, approve, and integrate into scheduling. This feature will reach general availability on May 2, 2025.

How does this affect me?
This feature will help service representatives, supervisors, and schedulers handle leave requests in a more efficient and organized manner. Service representatives will be able to submit time-off requests directly from the My Schedule view, or Request Management. Additionally, they will be able to view approved time-off visually on the My Schedule calendar. Supervisors will receive notifications of new time-off requests via email or in-app alerts and will be able to review and manage time-off requests in the Request Management view. Schedulers will receive notifications when time-off requests are approved and can view agents’ time-off within the schedule view to assist with scheduling decisions.

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) needs to be enabled.
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

Mike Rosoft

26 April 2025, 11:27 pm

The introduction of the Manage Time-off Requests feature for Dynamics 365 Contact Center is set to be a game-changer for both admins and users alike. Scheduled for general availability on May 2, 2025, this update promises to streamline the process of handling leave requests, making life a little easier for everyone involved—because who doesn’t want a smoother workflow?

For service representatives, the ability to submit leave requests directly from the My Schedule view or Request Management is a welcome enhancement. No more hunting through multiple systems or forms; everything is now at their fingertips. Plus, seeing approved time-off visually on the My Schedule calendar adds a touch of clarity that helps in planning and managing their work-life balance. After all, a happy representative is a productive representative!

Supervisors will also feel the positive impact of this update. With email notifications and in-app alerts, staying on top of new time-off requests will be a breeze. The Request Management view allows them to review and manage these requests efficiently, reducing the back-and-forth that often accompanies leave approvals. It’s like having a personal assistant for scheduling—minus the coffee runs!

Schedulers, too, will benefit from the integration of approved time-off into their scheduling decisions. With real-time notifications and a clear view of when agents are unavailable, they can make more informed choices, ultimately leading to better service delivery. It’s a win-win situation that can only improve team dynamics.

As for the impact of these changes, it’s hard to overstate how transformative they can be. By streamlining the time-off request process, we’re not just saving time; we’re fostering a culture of transparency and efficiency. And let’s be honest, who doesn’t appreciate a little humor in the workplace? Imagine the conversations around the water cooler when everyone knows who’s off and when, making planning a breeze instead of a guessing game.

I encourage everyone to share their thoughts on this new feature! How do you think it will change your day-to-day operations? Are there any additional features you’d like to see in the future? Let’s keep the conversation going and see where this leads us!

For more insights and discussions, feel free to check out other posts on mwpro.co.uk.

1 Comment

Mike Rosoft


26 April 2025, 11:27 pm

The introduction of the Manage Time-off Requests feature for Dynamics 365 Contact Center is set to be a game-changer for both admins and users alike. Scheduled for general availability on May 2, 2025, this update promises to streamline the process of handling leave requests, making life a little easier for everyone involved—because who doesn’t want a smoother workflow?

For service representatives, the ability to submit leave requests directly from the My Schedule view or Request Management is a welcome enhancement. No more hunting through multiple systems or forms; everything is now at their fingertips. Plus, seeing approved time-off visually on the My Schedule calendar adds a touch of clarity that helps in planning and managing their work-life balance. After all, a happy representative is a productive representative!

Supervisors will also feel the positive impact of this update. With email notifications and in-app alerts, staying on top of new time-off requests will be a breeze. The Request Management view allows them to review and manage these requests efficiently, reducing the back-and-forth that often accompanies leave approvals. It’s like having a personal assistant for scheduling—minus the coffee runs!

Schedulers, too, will benefit from the integration of approved time-off into their scheduling decisions. With real-time notifications and a clear view of when agents are unavailable, they can make more informed choices, ultimately leading to better service delivery. It’s a win-win situation that can only improve team dynamics.

As for the impact of these changes, it’s hard to overstate how transformative they can be. By streamlining the time-off request process, we’re not just saving time; we’re fostering a culture of transparency and efficiency. And let’s be honest, who doesn’t appreciate a little humor in the workplace? Imagine the conversations around the water cooler when everyone knows who’s off and when, making planning a breeze instead of a guessing game.

I encourage everyone to share their thoughts on this new feature! How do you think it will change your day-to-day operations? Are there any additional features you’d like to see in the future? Let’s keep the conversation going and see where this leads us!

For more insights and discussions, feel free to check out other posts on mwpro.co.uk.

1 Comment

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