Dynamics 365 Contact Center: Workforce engagement management - Analyze adherence history to optimize workforce planning Beta
Data as of 2 hours ago (26 October 2026)
Description
The Adherence History Report provides a complete view of customer service representatives’ historical adherence to scheduled tasks and activities. It helps supervisors analyze patterns, identify gaps, and improve workforce efficiency. Key capabilities Trend chart: Visualize adherence patterns for individual service representatives or the entire team over time. Metrics dashboard: Track adherence percentage, total scheduled time, and time spent out of adherence. Activity summary view: Access detailed activity records for each service representative, including precise durations for granular analysis. You can find the Adherence History Report in the Copilot Service workspace by navigating to Workforce Management in the site map and selecting Adherence Historical Analytics. Business Value: Organizations can gain actionable insights into customer service representative adherence behavior over time. By analyzing trends and deviations, supervisors can make informed decisions to optimize workforce planning, reduce inefficiencies, and improve service-level compliance. Using these insights helps lead to better resource allocation, higher productivity, and an enhanced customer experience. Enabled for: Enabled by admins/makers/marketers for end users
Change history
Added to the roadmap 16 October 2026. Tracked here since 16 October 2026. Earliest target we recorded: June 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 16 October 2026. Changes appear here as Microsoft updates the feed.