RM576855Dynamics 365 Customer Service: Workforce engagement management - Filter the adherence tracker by planning group

This feature provides the following capabilities:

The adherence tracker includes a planning group filter that supervisors can use to scope the view to a specific planning group.

The planning group filter works with the existing shift plan and service representative filters, so supervisors can combine filters to refine a single view.

The tracker displays representatives based on the planning groups associated with their scheduled shifts. This behavior keeps the tracker aligned with the shift plan used to calculate adherence.

The tracker saves each supervisor’s filter selections across sessions and opens with their previous scope.

The tracker recalculates adherence percentages and out-of-adherence counts for the filtered scope, providing a planning group-level view of intraday adherence.

In Copilot Service workspace, go to Workforce management > Adherence tracker.

Access and prerequisites

To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.

Business Value:

Supervising large contact centers is tough when you have to scan endless lists to find your team. Now, with planning group support, you can filter the adherence tracker to just the groups you manage. That means you spot issues faster and act right away, keeping service levels on track in real time instead of fixing problems after the fact. This feature scales for enterprise operations with hundreds of representatives and aligns with the same planning group structure you already use for forecasting, staffing, and scheduling. It saves time, reduces complexity, and helps you stay focused on what matters most: delivering consistent service.

Enabled for:

Enabled by admins/makers/marketers for end users

GA date: August CY2026