Dynamics 365 Contact Center: Workforce engagement management - Manage overnight shifts as a single continuous schedule Beta
Data as of 2 hours ago (26 October 2026)
Description
Supervisors can now create and manage overnight shifts that span across midnight while maintaining a single continuous shift experience. Shift plans support start and end times that extend into the next day, allowing organizations to accurately model overnight operations such as contact centers, support teams, healthcare services, and other 24x7 environments. Activities, breaks, meals, and ad-hoc work can be scheduled anywhere within the overnight shift and remain part of a single continuous itinerary. Supervisors can view and manage the entire shift without manually splitting schedules across calendar days. Activities that cross midnight are preserved as a single record and are not divided into separate activities. The system maintains a consistent ownership model where the shift belongs to the day on which it starts. Paid hours, schedule ownership, adherence calculations, and related scheduling behaviors continue to follow the shift-start day, providing predictable scheduling outcomes regardless of how the shift is displayed. When viewing schedules across multiple shift plans, overnight shifts are displayed within the standard daily schedule view. When viewing an individual shift plan, supervisors can see the full overnight shift as a single continuous work session, making it easier to manage overnight operations and understand employee schedules. Business Value: Support 24×7 operations. Eliminate workarounds that require splitting shifts across days. Improve migration readiness from Verint, Genesys, NICE, UKG, and Calabrio. Provide predictable overnight scheduling behavior. Enabled for: Enabled for end users automatically
Change history
Added to the roadmap 23 October 2026. Tracked here since 24 October 2026. Earliest target we recorded: October 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 24 October 2026. Changes appear here as Microsoft updates the feed.