Allow agents to view schedules created in third-party systems
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 31, 2023 |
Business value
The booking calendar view helps agents save time and effort previously spent navigating external systems. This view leads to increased productivity and allows agents to focus more on their core tasks.
Feature details
The My booking schedule view helps agents easily access their work schedules without having to navigate to an external system. As an agent, you can quickly see and review your shift bookings, with a detailed breakdown of individual activities within each shift, such as work hours, time off, lunch breaks, training, and more.
To enable this feature, you must first import the bookings from a third-party system using either of the following options:
- Dataverse APIs.
- Partner adapter that offers out-of-the-box integration between Dynamics 365 Customer Service and the workforce management system. For more information, see the AppSource for WFM adapters documentation.
Once the bookings are imported, administrators can enable the agent booking calendar for agents using the following system navigation: Customer Service admin center app > Workforce Management > Agent calendar > On.