MWPRO IMPACT SCORE
OPERATIONAL IMPACT
26
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?
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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
This is a new analytics feature for Dynamics 365 Customer Service, offering a planning group filter in adherence historical reporting. Admin impact is moderate because admins may need to install a specific package and configure planning groups for full benefit, but no mandatory action is required. User impact is low as it mainly benefits managers rather than all end users. Urgency is low because the feature is informational and launches soon without required changes. Implementation effort is moderate if organisations plan to use the functionality in reporting workflows.
30
Admin Impact
15
User Impact
25
Urgency
30
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Adherence historical analytics in Dynamics 365 now supports planning groups, making it easier to analyse and compare adherence data by group.
END USERS
No major end-user change expected.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
31 August 2026
31 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service and Dynamics 365 Contact Center – Planning group support in Adherence historical analytics
Message ID: MC1456408 (Updated)
We are announcing planning group support in Adherence historical analytics in Dynamics 365 Customer Service. This feature will reach general availability on August 31, 2026.
How does this affect me?
This feature enables workforce managers to scope historical analysis to the groups that matter for a given question and compare adherence across groups on the same time period. To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
The adherence historical analytics report includes a planning group filter, which works alongside the report’s existing filters, so managers can combine group scope with a date range and other report parameters in a single view. Representatives are associated with planning groups through their scheduled shifts, keeping historical reporting aligned with the shift plans that drive adherence calculation. Planning groups must be configured, with representatives assigned, before the filter returns results.
This capability will be available in the Copilot Service workspace under Workforce management.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Use the adherence history report.
Source: Microsoft Message Center • Analysed by MWPro
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