Optimize staffing with workforce management in Dynamics 365 Contact Center

  • Module
  • 7 Units
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365

Understaffing leads to long wait times, while overstaffing drives up costs. Workforce management in Dynamics 365 Contact Center helps you strike the right balance by forecasting demand, building data-driven schedules, and monitoring adherence in real time — so your team is always the right size at the right time.

Learning objectives

After completing this module, you're able to:

  • Identify the functional areas of workforce management and set up user management prerequisites.
  • Configure volume forecasting, AI-based forecasting, and capacity planning to predict demand.
  • Create shift plans, schedule representatives, and publish schedules.
  • Integrate third-party workforce management solutions through the Dataverse API.

Prerequisites

  • Basic understanding of Dynamics 365 Contact Center administration
  • Familiarity with the Copilot Service admin center navigation
  • Knowledge of unified routing concepts and queue configuration
Start