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| 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 helps businesses define shift hours, required activities, and staffing needs. With a shift plan, you can make sure the right service representatives are available at the right times. When you use a structured shift plan, you can match workforce availability with forecasted demand. This alignment helps improve operational efficiency and service quality.
Key features include:
- Required staff: Align shift staffing with the capacity plan to make sure the right number of service representatives are scheduled based on forecasted demand.
- Assign skills: Make sure 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 set up shift plans that fit your operational needs.