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Dynamics 365 – Contact Center – Automate shift rotations for consistent workforce coverage

Microsoft 365 Message Center Archive by Merill Fernando · Microsoft may not have sent this notice to your tenant.

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What the notice says

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We are announcing the ability to automate shift rotations for consistent workforce coverage in Dynamics 365 Contact Center. This feature will reach general availability on July 31, 2026. How does this affect me? With this feature, supervisors can create shift rotation policies in Workforce Management to automatically rotate customer service representatives (CSRs) across recurring time slots on a configurable cadence. Supervisors assign CSRs to each slot and link the policy to one or more shift plans. The auto-scheduler consults the rotation policy when generating bookings, drawing CRSs from the cohort whose rotation position matches each booking time. This feature is enabled by supervisors in Customer Service admin center (CSAC) under Workforce Management > Shift and Scheduling. After enabling the feature, supervisors can 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.

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