Summary
- Dynamics 365 Customer Service is adding a new intraday performance report under Copilot Service workspace > Workforce management.
- The report gives supervisors interval-level visibility into service performance versus forecast, including staffing, service level, occupancy, and schedule adherence.
- It supports 15-, 30-, or 60-minute interval granularity and filters by planning group and shift plan.
- To use Workforce Management capabilities, an admin must install the Workforce Management for Customer Service package from the Power Platform admin center.
- This post is for awareness only and Microsoft says no action is required for the rollout itself.
Microsoft 365 Message Center ID: MC1454032
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 28 Aug 2026
Release End: 28 Aug 2026
Published: 8/13/2026
Last Modified: August 13, 2026
Severity: Normal
Category: Stay informed
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps
History
8/13/2026 Item Added to Message Center
Microsoft Message
We are announcing the addition of intraday performance reports in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This new report will reach public preview on August 28, 2026.
How does this affect me?
The intraday performance report will become available in the Copilot Service workspace site map under Workforce management. It enables supervisors to monitor an interval-level view of daily service compared to forecasted metrics, allowing them to proactively adjust operational tactics to ensure compliance with service level agreements.
This feature includes the following key functionality:
- Staffing analysis places forecasted, required, and scheduled staffing side by side, which makes understaffed and overstaffed intervals immediately visible.
- Performance metrics in context surfaces service level, occupancy, and schedule adherence alongside the volume and staffing data, rather than in a separate report.
- Interval granularity, which can be separated into 15, 30, or 60 minutes, allows teams to match this view with their operations much closer to the way it is managed.
- Filtering options allow supervisors to narrow the scope reports by planning group and shift plan, narrowing the report details to relevant data.
To enable Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
What action do I need to take?
This message is for awareness, and no action is required.