Dynamics 365 Contact Center - Analyze adherence history to optimize workforce planning

Message Center ID: MC1189137
Dynamics 365 Apps
Stay Informed
New feature
January 2026

Details

We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will reach general availability on January 30, 2026.

How does this affect me?
The Adherence History Report will provide a complete view of customer service representatives' historical adherence to scheduled tasks and activities. This feature will help to support supervisors to analyze patterns, identify gaps, and improve workforce efficiency.

Key components of this feature include:
  • Trend Chart: Visualize adherence patterns for individual customer service representatives or the entire team over time.
  • Metrics Dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence.
  • Activity Summary View: Access detailed activity logs for each customer service representative, including precise durations for granular analysis.
What action do I need to take?
This message is for awareness, and no action is required.

Change History

Published: November 22, 2025
Last Updated: December 3, 2025
December 3, 2025 at 6:30 PM Updated
Last Updated Date
Previous
2025-11-22T17:46:42.013Z
New
2025-12-03T16:42:11.953Z
Body Content
Previous
We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will reach general availability on December 22, 2025.

How does this affect me?
The Adherence History Report will provide a complete view of customer service representatives' historical adherence to scheduled tasks and activities. This feature will help to support supervisors to analyze patterns, identify gaps, and improve workforce efficiency.

Key components of this feature include:
  • Trend Chart: Visualize adherence patterns for individual customer service representatives or the entire team over time.
  • Metrics Dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence.
  • Activity Summary View: Access detailed activity logs for each customer service representative, including precise durations for granular analysis.
What action do I need to take?
This message is for awareness, and no action is required.
New
We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will reach general availability on January 30, 2026.

How does this affect me?
The Adherence History Report will provide a complete view of customer service representatives' historical adherence to scheduled tasks and activities. This feature will help to support supervisors to analyze patterns, identify gaps, and improve workforce efficiency.

Key components of this feature include:
  • Trend Chart: Visualize adherence patterns for individual customer service representatives or the entire team over time.
  • Metrics Dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence.
  • Activity Summary View: Access detailed activity logs for each customer service representative, including precise durations for granular analysis.
What action do I need to take?
This message is for awareness, and no action is required.

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