MC1391876 High
Dynamics 365 Contact Center - Automate shift rotations for balanced workforce coverage
Summary AI-generated
Automate shift rotations in Dynamics 365 Contact Center; supervisors can configure recurring agent schedules for balanced coverage. Public preview starts June 30, 2026.
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
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Original post from Microsoft
We are announcing the ability to automate shift rotations for balanced workforce coverage in Dynamics 365 Contact Center. This feature will public preview on June 30, 2026.
How does this affect me?
With this feature, supervisors can create shift rotation policies in Workforce Management to automatically rotate agents across recurring time slots on a configurable cadence.
This feature is enabled by supervisors in Customer Service admin center (CSAC) under Workforce Management > Shift and Scheduling. After enabling the feature, supervisors cab access the Shift Rotations page under Workforce Management in Customer Service workspace (CSW).
What action do I need to take?
This message is for awareness, and no action is required.
How does this affect me?
With this feature, supervisors can create shift rotation policies in Workforce Management to automatically rotate agents across recurring time slots on a configurable cadence.
This feature is enabled by supervisors in Customer Service admin center (CSAC) under Workforce Management > Shift and Scheduling. After enabling the feature, supervisors cab access the Shift Rotations page under Workforce Management in Customer Service workspace (CSW).
What action do I need to take?
This message is for awareness, and no action is required.