Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Mar 4, 2024 |
Business value
Customer service managers need trusted agent forecasts to plan future headcounts and schedule the right level of staffing to provide first-class customer service over voice and digital channels. Overestimation of the number of agents results in higher labor costs, while underestimation leads to longer wait times and decreased customer satisfaction, damaging your brand loyalty.
We've previewed volume and agent forecasting in the past few releases, enabling customer service managers to make hiring decisions and staff adjustments for the upcoming budget year. In this release, we're making the feature generally available for customers to use in production.
Feature details
The forecasting-related capabilities, previewed in earlier releases, are now generally available with this release. These capabilities include the following:
Agents for conversations (voice and digital channels):
- Forecast agent demand for conversations on a daily interval for up to six months into the future.
- Intraday forecast at 15-minute intervals for agent demand up to six weeks into the future.
- Auto-detect seasonality from historical traffic.
- Apply service level, shrinkage, and concurrency to the forecast.
- Slice forecast data by channels and queues.
- Export forecast data into a spreadsheet.
Volume forecasting:
- Daily forecast for case and conversation volumes for up to six months into the future.
- Intraday forecast at 15-minute intervals for case and conversation volumes up to six weeks into the future.
- Auto-detect seasonality from historical traffic.
- Slice forecast data by channels and queues.
- Export forecast data into a spreadsheet.
See also
Forecast case and conversation volumes, and agents for conversations (docs)