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?
Watch our 60‑second explainer
Primary Audience
Microsoft 365 AdminsPower Platform AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The change introduces a new intraday performance reporting feature available in public preview from late August. Admin impact is moderate as it requires installation of the Workforce Management package in the Power Platform admin centre for enablement. User impact is low and primarily affects supervisors who will gain additional reporting tools, with no major disruption for wider end users. Urgency and implementation effort remain moderate as the feature is optional and primarily beneficial for operational insights rather than mandatory action.
35
Admin Impact
15
User Impact
30
Urgency
30
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
A new intraday performance report is coming to Dynamics 365 Customer Service in public preview. It helps supervisors monitor live performance against forecasts for better operational decisions.
END USERS
No major end-user change expected.
IT ADMINS
If you plan to use this, install the Workforce Management for Customer Service package from Power Platform admin center.
ROLLOUT TIMELINE
Upcoming:
28 August 2026
28 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service – Monitor intraday performance against forecast
Message ID: MC1454032 (Updated)
We are announcing the addition of intraday performance reports in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This new report will reach public preview on August 28, 2026.
How does this affect me?
The intraday performance report will become available in the Copilot Service workspace site map under Workforce management. It enables supervisors to monitor an interval-level view of daily service compared to forecasted metrics, allowing them to proactively adjust operational tactics to ensure compliance with service level agreements.
This feature includes the following key functionality:
- Staffing analysis places forecasted, required, and scheduled staffing side by side, which makes understaffed and overstaffed intervals immediately visible.
- Performance metrics in context surfaces service level, occupancy, and schedule adherence alongside the volume and staffing data, rather than in a separate report.
- Interval granularity, which can be separated into 15, 30, or 60 minutes, allows teams to match this view with their operations much closer to the way it is managed.
- Filtering options allow supervisors to narrow the scope reports by planning group and shift plan, narrowing the report details to relevant data.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
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