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Dynamics 365 Contact Center - Analyze adherence history to optimize workforce planning

From Microsoft 365 Message Center Archive by Merill Fernando · Microsoft may not have sent this notice to your tenant.
Dynamics 365 Apps
Microsoft 365 admin center

Rollout

Rollout dates are often only in the text. When Microsoft moves them, the change shows under "What changed".

Schedule dates changed in the text

Date phrases in schedule sentences differ between the versions this installation saw
  • Seen 3 Dec 2025 December 22, 2025 → January 30, 2026

Read from date phrases in Microsoft's text, not from notice metadata. A changed phrase can be a moved rollout, a new milestone or just rewording; "What changed" below shows which.

What the notice says

Microsoft’s text, safely structured

We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will reach general availability on January 30, 2026. How does this affect me? The Adherence History Report will provide a complete view of customer service representatives' historical adherence to scheduled tasks and activities. This feature will help to support supervisors to analyze patterns, identify gaps, and improve workforce efficiency. Key components of this feature include:

  • Trend Chart: Visualize adherence patterns for individual customer service representatives or the entire team over time.
  • Metrics Dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence.
  • Activity Summary View: Access detailed activity logs for each customer service representative, including precise durations for granular analysis.

What action do I need to take? This message is for awareness, and no action is required.

What changed

Between archive captures, newest first

  1. … in Dynamics 365 Contact Center. This feature will reach general availability on December 22, 2025.January 30, 2026. How does this affect me? The Adherence History Report will provide a …

  2. · first version seen

No related evidence found in this installation's recent collection. This does not establish that no announcement exists.

Not confirmed here

What this page cannot tell you
  • Whether your tenant is affected: this is Microsoft's notice, not a check of your settings.
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