Services
Dynamics 365 Apps
Details
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.
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:
- Log in to the Power Platform Admin Center using your administrator credentials.
- In the left navigation menu, click on Environments.
- Click to open the details for the environment where Workforce Management (WFM) needs to be enabled.
- From the toolbar, select Resources and then choose Dynamics 365 Apps.
- In the Dynamics 365 Apps section, click the Install App button.
- From the list of available apps, select Workforce Management for Customer Service and click Next.
- Review the terms of service, agree to them, and click Install to begin the installation process.