Current Behavior

Once agents are assigned to a shift plan and bookings are published, any subsequent modification to the shift plan (such as changing activity times, updating activity durations, adding activities, removing activities, or modifying activity details) is not automatically reflected in the schedules of the already assigned agents. Microsoft has confirmed that this is the current product design.

Requested Enhancement

Enhance Workforce Management to automatically synchronize all assigned agent bookings whenever a shift plan is modified after assignment and publication.

Expected Behavior When a scheduler updates an existing shift plan, the system should automatically propagate the changes to all assigned agents without requiring resources to be removed and reassigned. This includes:

• Adding new activities.
• Removing existing activities.
• Modifying activity start or end times.
• Changing activity durations.
• Updating activity configuration or details.
• Any other supported modification to the shift plan.

The updated bookings should be automatically published and reflected in the affected agents' schedules.

Business Value

• Eliminates manual reassignment of resources after shift changes.
• Reduces administrative effort for workforce planners.
• Ensures agent schedules remain aligned with the latest shift plan configuration.
• Minimizes scheduling errors and inconsistencies.
• Improves operational efficiency and user experience for Workforce Management administrators.