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.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
May 2, 2025 |
Business value
Effective shift planning is key to maintaining efficient support operations. With a structured shift plan, you can ensure that the service representatives with the necessary skills are available at the right time to meet forecasted demand. By defining activities like work, breaks, and training, businesses can improve workforce productivity while maintaining operational efficiency.
Feature details
A shift plan can help businesses define shift hours, required activities, and staffing needs to ensure that the right service representatives are available at the right times. With a structured shift plan, you can align workforce availability with forecasted demand, which helps improve operational efficiency and service quality.
Key features include:
- Required staff: Align shift staffing with the capacity plan to ensure that the right number of service representatives are scheduled based on forecasted demand.
- Assign skills: Ensure that the right service representatives with the necessary skills are scheduled for each shift.
- Queue coverage: Define the queues that the shift plan supports to maintain service consistency.
- Shift activities: Specify activities such as work, training, breaks, and lunch to structure shifts effectively.
- Calendar: Set operational parameters, including shift days, times, and time zones, for better organization.
To activate this feature, your administrator must first install the Workforce Management for Customer Service package in the Power Platform admin center app. Then, you can configure shift plans based on your operational needs.