Dynamics 365 Customer Service - Monitor intraday performance against forecast

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.