Dynamics 365 Customer Service: Workforce engagement management - Associate forecast scenarios with planning groups

This feature provides the following capabilities: When creating or editing a forecast scenario, forecasters can optionally select a planning group. When a planning group is selected, the Timezone , Channel , and Queue values are populated from the planning group definition and become read-only. This behavior keeps the scenario aligned with its planning group. When no planning group is selected, forecasters can manually edit the Timezone , Channel , and Queue values. Existing scenario creation workflows remain unchanged. The forecast scenario list includes a Planning group column that forecasters can use to sort and filter scenarios. Capacity plans created from a forecast scenario inherit the scenario’s planning group. For a capacity plan created from an uploaded file, forecasters can select the planning group manually. 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 demand rarely aligns perfectly with a single queue. Most lines of business, sites, or skill pools rely on multiple queues and channels that share th…

Permanent link to this revision