Forecast case volumes daily and at 15-minute intervals
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 28, 2023 |
- | To be announced |
Business value
Customer service managers must ensure that they have an adequate number of agents available to resolve customer cases. Overcapacity results in higher costs, while undercapacity results in longer customer wait times, which can reduce customer satisfaction. In October 2022, we released a preview of this feature to generate forecasts for cases daily. In addition to daily case volume forecasting, in this release we provide a more granular forecasting at 15-minute intervals so that managers can perform agent planning and scheduling with higher precision.
Feature details
Case volume forecasting was released as a preview in October 2022 with the following set of capabilities:
- Forecast case volumes on a daily basis.
- Visualize forecasted volumes on a daily, weekly, and monthly basis, for up to six months.
- Slice forecasted volumes by channel and queue.
- Automatically detect seasonality from historical traffic to help customer service managers accurately predict case volumes during special, seasonal events.
As part of the 2023 release wave 1, customer service managers can also forecast case volumes at 15-minute intervals from historical data.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- South America
- Canada
- India
- Japan
- France
- Korea
- China
- US DoD