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

We are announcing the ability to create volume spike alerts and in-app notifications in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature will reach public preview on August 31, 2026.

How does this affect me?
With this feature, supervisors can create volume spike alerts that compare real-time conversation volume against the forecast linked to a shift plan and receive an in-app notification when volume exceeds forecast beyond the thresholds they set. This lowers the time to respond and adapt to service level-impacting changes in your daily operations.

This feature is only available through Workforce Management for Customer Service. Administrators must enable this feature in the Copilot Service admin center, under Workforce management > Intraday management > Workforce alerts.

What action do I need to take?
This message is for awareness, and no action is required.