Dynamics 365 Customer Service: Workforce engagement management - Filter adherence historical analytics by planning group

This feature provides the following capabilities:

The adherence historical analytics report includes a planning group filter that workforce managers can use to scope results to one or more planning groups.

The planning group filter works with the report’s existing filters, allowing managers to combine planning groups, date ranges, and other report parameters in a single view.

The report recalculates adherence metrics for the filtered scope, providing a group-level view of adherence performance instead of a contact center-wide aggregate.

The report associates representatives with planning groups through their scheduled shifts. This behavior keeps historical reporting aligned with the shift plans used to calculate adherence.

Planning groups must be configured and have assigned representatives before the filter returns results.

In Copilot Service workspace, go to Workforce management .

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

Adherence only matters when it reflects how your work is organized. Until now, historical adherenc…