Tag: wfm

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Manage time-off requests with Dynamics 365 Contact Center

Goloknath

Manage time-off requests with Dynamics 365 Contact Center (Streamlining leave management for service representatives and supervisors).

Real-time User Journey

This journey illustrates the end-to-end process of requesting and approving time off:

  1. Request Submission: An agent opens their Schedule Calendar in Dynamics 365 and identifies a date for leave. They click to create a new Time-Off Request, selecting the type (e.g., PTO, Sick Leave) and duration.
  2. Manager Notification: The supervisor receives a real-time notification of the pending request. They open the Time-Off Request tab to review the submission.
  3. Coverage Assessment: Before approving, the manager checks the Integrated Calendar to ensure that team coverage remains sufficient for that period.
  4. Decision & Sync: The manager approves the request. The agent is instantly notified via email or an in-app notification.
  5. Schedule Update: The approved time-off is automatically blocked out on the agent’s Personal Calendar and the Team Schedule.
  6. Routing Integration: The Unified Routing engine is automatically updated; it will not route any incoming customer interactions to the agent during their approved time-off.

Step-by-Step: How to Enable This Feature

To set up and manage time-off requests, follow these administrative steps:

  • Step 1: Define Time-Off Types
    • Go to the Customer Service admin center or Contact Center admin center.
    • Navigate to Workforce Management > Time-off types.
    • Select New to create categories such as “Paid Time Off,” “Sick Leave,” or “Personal Leave.”
  • Step 2: Enable Agent Schedule Access
    • Go to Agent experience > Workspaces > Agent experience profiles.
    • Ensure the My Schedule or Calendar component is active in the sitemap for the relevant agent profiles.
  • Step 3: Configure Approval Workflows
    • In the Workforce Management settings, define which managers or roles have the authority to “Approve” or “Reject” time-off records.
  • Step 4: Verify Notifications
    • Ensure that Email Templates and In-app notifications are configured so that agents receive status updates (Pending, Approved, Declined) in real-time.
  • Step 5: Test Unified Routing Sync
    • Perform a test request to confirm that once a “Time-Off” block appears on the calendar, the agent’s status correctly prevents incoming work assignments.

Infographic: Time-Off Management Benefits

FeatureAgent BenefitManager Benefit
Intuitive SubmissionRequest leave directly from the workspace calendar.Reduces manual emails and offline tracking.
Real-time NotificationsImmediate clarity on leave status for better personal planning.Faster decision-making with staffing insights.
Integrated CalendarVisibility into personal schedule and upcoming absences.Accurate view of team availability and coverage gaps.
Routing SyncNo “accidental” work assignments during leave.Ensures SLAs are met by routing work only to active staff.

References

Manage time-off requests with Dynamics 365 Contact Center 
Uncategorized

Predict workforce capacity needs in Dynamics 365 Contact Center

Goloknath

Predict workforce capacity needs in Dynamics 365 Contact Center (Staffing forecasting to align workforce availability with customer service demand).

Real-time User Journey

This journey illustrates how a Workforce Manager uses the tool to maintain service levels:

  1. Demand Assessment: The Manager opens the Capacity Planning dashboard to view the predicted number of agents needed for the upcoming month.
  2. Granular Analysis (Short-term): They drill down into “Short-term planning” to see agent requirements in 15-minute intervals for the following day, identifying a specific gap between 10:00 AM and 11:30 AM.
  3. Channel Slicing: The Manager applies “Data Slicing” to see if the shortage is specifically in the Voice queue or the Chat queue.
  4. Strategic Shift Adjustment: Seeing a long-term upward trend in support requests, the Manager uses the “Long-term planning” view to justify a new hiring batch to the leadership team.
  5. Optimization: The Manager adjusts existing agent shifts to cover the identified 15-minute gaps, ensuring that the contact center remains optimally staffed without overspending on unnecessary overtime.

Step-by-Step: How to Enable This Feature

To activate and configure capacity planning, follow these steps:

  • Step 1: Admin Center Access

Sign in to the Customer Service admin center or Contact Center admin center.

  • Step 2: Navigate to Forecasting/Insights

Go to Operations > Insights > Capacity planning (Preview).

  • Step 3: Create a Planning Scenario

Select New to create a capacity plan. You must link it to an existing Volume Forecast (as the capacity plan uses volume data to calculate agent headcount).

  • Step 4: Define Service Level Goals

Input your target Service Level (e.g., 80% of calls answered in 20 seconds) and Average Handling Time (AHT). The AI uses these metrics to convert volume into “Required Headcount.”

  • Step 5: Configure Slicing Attributes

Select the dimensions you want to plan for, such as specific Channels, Queues, or Skills.

  • Step 6: Publish and Review

Save the configuration. The system will process the historical volume and your service goals to generate a staffing forecast. Review the interactive charts to finalize your workforce strategy.

Infographic: Capacity Planning Levels

Planning LevelGranularityPrimary Goal
Short-term15-minute intervalsReal-time agility; handling daily volume spikes.
Long-termDaily/MonthlyStrategic hiring and budget allocation.
Data SlicingChannel/Queue/SkillTargeted resource distribution across touchpoints.
Efficiency MetricsSLA & AHT basedBalancing operational cost with customer satisfaction.

References

Predict workforce capacity needs in Dynamics 365 Contact Center