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Dynamics 365 Contact Center - Automate shift rotations for balanced workforce coverage

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

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What the notice says

Microsoft’s text, with source markup removed
We are announcing the ability to automate shift rotations for balanced workforce coverage in Dynamics 365 Contact Center. This feature will public preview on June 30, 2026. How does this affect me? With this feature, supervisors can create shift rotation policies in Workforce Management to automatically rotate agents across recurring time slots on a configurable cadence. This feature is enabled by supervisors in Customer Service admin center (CSAC) under Workforce Management > Shift and Scheduling. After enabling the feature, supervisors cab access the Shift Rotations page under Workforce Management in Customer Service workspace (CSW). What action do I need to take? This message is for awareness, and no action is required.

What changed

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The archive supplies one version of this notice.

Linked documentation

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

Not confirmed here

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  • Whether your tenant is affected: this is Microsoft's notice, not a check of your settings.
ChangeIntel

An IT change radar: releases, security, known issues, retirements, documentation changes, and service status from public sources. Every item links to supporting evidence; dates and statuses can change after they are read.

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