![Dynamics 365 Contact Center – Shift bidding for customer service representatives [MC1062977]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-pachon-in-motion-426015731-16655822-1024x683.webp)
Message ID: MC1062977
We are announcing the shift bidding for customer service representatives feature for Dynamics 365 Contact Center. This feature allows schedulers to manage and release shifts for bidding, allowing customer representatives to bid on shifts that align with their preferences and availability. This feature will reach general availability on May 2, 2025.
How does this affect me?
Shift bidding allows customer service representatives to participate in selecting their shifts through a bidding process. This feature adds the following:
- Bid for shifts – Allows customer service representatives to view available shifts and submit bids from My Schedule or via the Request Management sections.
- Select preferred shifts – Allows customer service representatives to place bids based on their preferred working hours, choosing shifts that fit their schedules.
- Shift release for bidding – Allows schedulers to release shift plans for bidding, which gives customer service representatives the opportunity to bid on the shifts they prefer.
- Bidding management – Allows schedulers to review and manage shift bidding requests within the shift plan or from the Request Management section to ensure appropriate staffing levels.
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.
If you would like more information on this feature, please visit Use shift bidding to select shifts.
Source: Microsoft
![Dynamics 365 Contact Center – Automated and manual scheduling for shift plans [MC1062976]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-cheneymediaproductions-7002772-150x150.webp)
![Dynamics 365 Contact Center – Shift swapping for customer service representatives [MC1062980]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-eberhardgross-534164-150x150.webp)
The recent announcement regarding the shift bidding feature for customer service representatives in Dynamics 365 Contact Center is indeed a game-changer! This new capability not only empowers representatives to have a say in their scheduling but also streamlines the management process for administrators.
For admins, the shift bidding feature offers a more dynamic approach to staffing. By allowing customer service representatives to select their own shifts, schedulers can focus on ensuring adequate coverage without the tedious back-and-forth typically involved in shift assignments. This could lead to improved morale among staff as they feel more in control of their work-life balance. Plus, who wouldn’t want to kick back and let the bidding wars commence?
For users, this feature is a breath of fresh air. Imagine being able to bid on shifts that actually fit your lifestyle! Whether you’re an early bird or a night owl, this new functionality allows you to align your work hours with your personal preferences. It’s like having a say in your work schedule without the awkwardness of negotiating with your boss – no more scheduling conflicts or missed family events!
The impact of these changes is likely to be quite significant. By fostering a more engaged workforce, businesses can expect to see increased productivity and job satisfaction. After all, happy employees tend to provide better customer service, and that’s a win-win for everyone involved.
So, what do you think about this shift bidding feature? Will it revolutionize your workday, or are you still waiting for that coffee machine upgrade? I’d love to hear your thoughts! And for those wanting to dive deeper into the details, feel free to check out more posts at mwpro.co.uk. Your insights could spark a great conversation!