MWPRO IMPACT SCORE
OPERATIONAL IMPACT
24
0
25
50
75
100
LOW IMPACT • MONITOR ONLY
Recommended Action:
No immediate action needed. Keep this on your radar.
No immediate action needed. Keep this on your radar.
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
The feature introduces a new planning group filter for adherence historical analytics, improving reporting flexibility in Dynamics 365 Customer Service and Contact Center. Impact is moderate for admins as they may review existing workforce reporting practices and ensure planning groups are configured, but no mandatory action is required. End-user impact is minimal as the change is admin-focused and does not alter user workflows. Urgency is low because the change is optional and primarily enhances reporting rather than enforcing a configuration change.
30
Admin Impact
15
User Impact
20
Urgency
25
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Adherence historical analytics is adding a planning group filter. This helps workforce managers compare adherence by group for the same time period.
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 and Dynamics 365 Contact Center. 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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