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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
May 2, 2025 |
Business value
Scheduling helps ensure that service representatives efficiently assigned to shifts based on demand and availability. With both manual and automatic scheduling options, you can easily manage staffing for different shifts and ensure that your contact center is always properly staffed. This flexibility helps you meet the forecasted demand, reduce gaps in coverage, and enhance the overall operational efficiency. You can also ensure continuous service by strategically distributing breaks and avoiding staffing shortages during peak times.
Feature details
Scheduling helps businesses assign service representatives to shift plans efficiently. It helps ensure proper coverage to meet operational requirements. With both manual and automated options, you can streamline scheduling while maintaining flexibility.
Key features include:
- Manual scheduling: Assign service representatives to shifts individually based on operational needs.
- Automatic scheduling: Generate schedules automatically with a single click, based on scheduling constraints.
- Break distribution: Schedule breaks across service representatives to help ensure continuous coverage during shifts.
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 scheduling based on your workforce requirements.