Dynamics 365 Customer Service: Workforce engagement management - Monitor intraday performance against the forecast

The intraday performance report provides supervisors with an interval-level view of performance against the forecast. In Copilot Service workspace, go to Workforce management to access the report.

Compare forecast and actual contact volume and average handle time. Variances appear as values and percentages, making outliers easier to identify.

Compare forecast, required, and scheduled staffing levels to identify understaffed and overstaffed intervals.

Review service level, occupancy, and schedule adherence alongside volume and staffing data in a single report.

View data in 15-, 30-, or 60-minute intervals to match how your organization manages intraday performance.

Filter the report by planning group and shift plan to focus on the areas you manage.

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

Contact center forecasts and schedules are built days or weeks in advance, but demand rarely arrives exactly as planned. When volume spikes, handle times run long, or agents are absent, supervisors often don't see the gap until service…