Dynamics 365 Customer Service and Dynamics 365 Contact Center - Detect intraday volume spikes with workforce alerts

🚨 The Signal: Dynamics 365 Customer Service will offer intraday volume spike alerts for supervisors. This feature, enabled in Copilot Service admin center, helps contact centers respond faster to unexpected call volumes, improving operational efficiency.

The Impact

Supervisors are affected; no direct security risk is introduced or mitigated by this feature.

• Supervisors: Receive real-time alerts for call volume changes.
• Administrators: Must enable the feature in the Copilot Service admin center.

The Action

1. Navigate to Copilot Service admin center > Workforce management > Intraday management > Workforce alerts.
2. Enable the 'Workforce alerts' feature for supervisors.

Domain: M365-Apps · Impact: low · Workload: M365 Apps