Dynamics 365 Contact Center - Create and analyze forecast scenarios for case and conversation volumes

Informational

Message ID

MC1062975
View in Admin Center

Services

Dynamics 365 Apps

Details

We 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 data by channels and queues, and simulate hypothetical scenarios for deeper operational insights. This feature will reach general availability on May 2, 2025.

How does this affect me?
This feature provides accurate forecasting to help businesses optimize staffing levels and service operations. By exploring different scenarios based on historical data and trends, it supports data-driven planning, reduces staffing inefficiencies, and helps maintain service level targets. With this feature, you can do the following:
  • Long-term forecast - Predict conversation and case volumes at a daily level for up to six months.
    • Short-term forecast - Generate 15-minute interval forecasts for up to six weeks to manage real-time demand fluctuations.
  • Scenario forecasting - Model different business scenarios to assess their impact on workload and staffing.
  • Data slicing - Break down forecasted data by channels and queues for more granular insights.
  • Import external data - Incorporate historical data from external systems via file import to enhance forecast accuracy.
  • Export forecasts - Download forecast data into spreadsheets for further analysis.
  • Visualize trends - View daily, weekly, and monthly forecast trends using interactive charts.
What action do I need to take?
An administrator must install the Workforce Management for Customer Service package in the Power Platform admin center to activate this feature. To accomplish this, take the following steps:
  1. Log in to the Power Platform Admin Center using your administrator credentials.
  2. In the left navigation menu, click on Environments.
  3. Click to open the details for the environment where Workforce Management (WFM) needs to be enabled.
  4. From the toolbar, select Resources and then choose Dynamics 365 Apps.
  5. In the Dynamics 365 Apps section, click the Install App button.
  6. From the list of available apps, select Workforce Management for Customer Service and click Next.
  7. Review the terms of service, agree to them, and click Install to begin the installation process.
If you would like more information on this feature, please visit Create and manage forecast scenario.