Microsoft 365 Message Center item MC1391876

MC1391876 - Dynamics 365 Contact Center - Automate shift rotations for balanced workforce coverage

Message Center ID

MC1391876

Category

stay Informed

Severity

normal

Services

Dynamics 365 Apps

Tags

New feature

Published

2026-06-15

Last updated

2026-06-15

Expires

2026-07-15

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.