MC1465492 Low
Dynamics 365 Customer Service - Create capacity plans for planning groups
Summary AI-generated
Planning groups now let you treat multiple queues as a single unit for capacity planning in Dynamics 365 Customer Service and Contact Center, available since August 31, 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.
Similar posts
Search for more like this- MC1456418 Dynamics 365 Customer Service - Planning group support in Forecast scenario
- MC1456408 Dynamics 365 Customer Service and Dynamics 365 Contact Center - Planning group support in Adherence historical analytics
- MC1455028 Dynamics 365 Customer Service and Dynamics 365 Contact Center - Planning group support in Adherence tracker
- MC1392339 Dynamics 365 Customer Service - Group Workforce Engagement Artifacts with Planning Groups
- MC1392334 Dynamics 365 Customer Service - Group Workforce Engagement Artifacts with Planning Groups
- MC1267957 Dynamics 365 Contact Center - Get queue availability data from customer service representative availability APIs
Original post from Microsoft
We are announcing the ability to use planning groups to treat multiple queues as a single unit to calculate the capacity that is needed for operations more efficiently within Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature reached general availability on August 31, 2026.
How does this affect me?
With this feature, instead of building capacity plans for each queue and manually calculating overall staffing needs across queues, planning groups can combine queues to more efficiently plan capacity by considering the entire pool of staff shared across queues as a single unit. When a plan is built from a forecast scenario, the planning group is derived automatically from that scenario, keeping the forecast and capacity plan aligned to the same group with no additional input from the planner.
To use 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.
If you would like more information on this feature, please visit Create capacity plans for planning groups.
How does this affect me?
With this feature, instead of building capacity plans for each queue and manually calculating overall staffing needs across queues, planning groups can combine queues to more efficiently plan capacity by considering the entire pool of staff shared across queues as a single unit. When a plan is built from a forecast scenario, the planning group is derived automatically from that scenario, keeping the forecast and capacity plan aligned to the same group with no additional input from the planner.
To use 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.
If you would like more information on this feature, please visit Create capacity plans for planning groups.