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We are announcing the ability to automate shift rotations for balanced workforce coverage in Dynamics 365 Contact Center. This feature will public preview on June 30, 2026.
How does this affect me?
With this feature, supervisors can create shift rotation policies in Workforce Management to automatically rotate agents across recurring time slots on a configurable cadence.
This feature is enabled by supervisors in Customer Service admin center (CSAC) under Workforce Management > Shift and Scheduling. After enabling the feature, supervisors cab access the Shift Rotations page under Workforce Management in Customer Service workspace (CSW).
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft
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