{"id":14098,"date":"2025-12-04T02:01:24","date_gmt":"2025-12-03T17:01:24","guid":{"rendered":"https:\/\/m365jp.net\/?p=14098"},"modified":"2025-12-04T02:04:38","modified_gmt":"2025-12-03T17:04:38","slug":"mc1189137-dynamics-365-contact-center-analyze-adherence-history-to-optimize-workforce-planning-2","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-12-04-mc1189137-dynamics-365-contact-center-analyze-adherence-history-to-optimize-workforce-planning-2","title":{"rendered":"MC1189137 | Dynamics 365 Contact Center – Analyze adherence history to optimize workforce planning"},"content":{"rendered":"
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MC1189137 | Dynamics 365 Contact Center – Analyze adherence history to optimize workforce planning<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n\n\n\n\n\n\n\n\n
Classification<\/th>\nstayInformed<\/td>\n<\/tr>\n
Last Updated<\/th>\n12\/03\/2025 16:42:11<\/td>\n<\/tr>\n
Start Time<\/th>\n11\/22\/2025 17:45:43<\/td>\n<\/tr>\n
End Time<\/th>\n02\/07\/2026 17:45:00<\/td>\n<\/tr>\n
Message Content<\/th>\nWe are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will reach general availability on January 30, 2026.<\/p>\n

How does this affect me?<\/b><\/p>\n

The Adherence History Report will provide a complete view of customer service representatives’ historical adherence to scheduled tasks and activities. This feature will help to support supervisors to analyze patterns, identify gaps, and improve workforce efficiency.<\/p>\n

Key components of this feature include: <\/p>\n

    <\/p>\n
  • Trend Chart: Visualize adherence patterns for individual customer service representatives or the entire team over time.<\/li>\n

    <\/p>\n

  • Metrics Dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence.<\/li>\n

    <\/p>\n

  • Activity Summary View: Access detailed activity logs for each customer service representative, including precise durations for granular analysis.<\/li>\n

    <\/ul>\n

    What action do I need to take?<\/b><\/p>\n

    This message is for awareness, and no action is required.<\/td>\n<\/tr>\n

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