Dynamics 365 Contact Center – Shift swapping for customer service representatives [MC1062980]
Posted inDynamics 365 Apps

Dynamics 365 Contact Center – Shift swapping for customer service representatives [MC1062980]

Message ID: MC1062980 We are announcing the shift swapping for customer service representatives feature for Dynamics 365 Contact Center. This feature allows customer representatives to control their schedules, enabling them to trade shifts directly with other representatives or by sending…
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Dynamics 365 Contact Center – Create and manage shift plans for effective staffing and service coverage [MC1062974]
Posted inDynamics 365 Apps

Dynamics 365 Contact Center – Create and manage shift plans for effective staffing and service coverage [MC1062974]

Message ID:MC1062974Message revision:[MC1062974]We are announcing the Create and manage shift plans for effective staffing and service coverage feature for Dynamics 365 Contact Center. This feature enables the creation of detailed shift plans that define staffing needs and required skills while…
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Dynamics 365 Contact Center – Create and analyze forecast scenarios for case and conversation volumes [MC1062975]
Posted inDynamics 365 Apps

Dynamics 365 Contact Center – Create and analyze forecast scenarios for case and conversation volumes [MC1062975]

Message ID:MC1062975We are announcing the Create and analyze forecast scenarios for case and conversation volumes feature for Dynamics 365 Contact Center. This feature enables users to predict case and conversation volumes with daily and intraday forecasts, analyze trends, break down…
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