Dynamics 365 Contact Center —Workforce Management Capabilities

Learn how forecasting and capacity planning work in Dynamics 365 Workforce Management — including workload prediction, staffing requirements, shrinkage, and service‑level alignment. What You Will Learn 🔹What forecasting is in Workforce Management 🔹How historical interaction data predicts future workload 🔹How capacity planning converts forecasts into staffing needs 🔹How shrinkage affects real staffing requirements 🔹How service levels influence staffing calculations 🔹How WFM ensures the right coverage across intervals 🔹Best practices for accurate forecasting and planning