Display Remaining Break Time for Agents in Customer Service Workspace (Workforce Management)
In Copilote Service Workspace with Workforce Management (WFM), agents can start and end their configured breaks, but there is no indication of how much break time remains available for the current day.
For example, if an agent is allocated three 20-minute breaks (60 minutes total) and ha...
Add Sorting Options for Assigned Shifts in Workforce Management (Copilot Service Workspace)
In Workforce Management (WFM) within Copilot Service Workspace, the Assigned Shifts view does not provide sorting capabilities based on operational scheduling criteria such as shift start time, shift end time, meal start time, or break start time.
As a result, supervisor...
Automatically Defer and Reschedule Agent Breaks When an Active Customer Interaction Is in Progress
In Dynamics 365 Copilot Service Workspace with Workforce Management (WFM), scheduled breaks are fixed to their planned start and end times.
If a scheduled break begins while an agent is handling an active customer interaction, the break is not automatically deferred. Instead, it remains ...
Automatically Synchronize Assigned Agent Schedules When Shift Plans Are Modified
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 no...