Dynamics 365 Contact Center - Real-time adherence monitoring for service representatives

Informational

Message ID

MC1061589
View in Admin Center

Services

Dynamics 365 Apps

Details

We are announcing the Real-time adherence monitoring for service representatives feature for Dynamics 365 Contact Center. This feature allows supervisors to continuously monitor service representative’s adherence to their schedules, ensuring they stay on track to meet schedule expectations and maintain optimal service levels throughout their shifts. This feature will reach general availability on May 2, 2025.

How does this affect me?
The Real-Time Adherence Tracker offers comprehensive monitoring and tracking of service representatives' adherence to their scheduled activities. This feature adds the following:
  • Metrics: Track adherence percentage, total scheduled time, time in current state, and time out of adherence.
  • Visual Charts: Display adherence trends, compare scheduled versus actual activity in near real-time.
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.