Dynamics 365 Customer Service: Workforce engagement management - Detect intraday volume spikes with workforce alerts

Supervisors can create volume spike alerts that compare real-time conversation volume with the forecast linked to a shift plan. When volume remains above forecast for the configured number of intervals, selected recipients receive an in-app notification.

The capability includes the following features:

Administrators can enable workforce alerts in Copilot Service admin center by going to Workforce management > Intraday management > Workforce alerts .

Supervisors can create and manage alerts from Workforce alerts in the Copilot Service workspace site map.

Each alert references a shift plan and monitors the queues associated with its linked capacity plan.

Supervisors can specify the percentage by which actual volume must exceed forecast volume.

Supervisors can specify the number of consecutive intervals during which the deviation must continue before an alert is raised. The forecast determines whether an interval is 15, 30, or 60 minutes.

Supervisors can set an expiration date to limit an alert to a campaign, season, or known event.

Supervisors can select one or more notification recipients for each alert.

Active alerts are evaluated on a recurring schedule. Notifications are sent wh…