Dynamics 365 Customer Service and Dynamics 365 Contact Center - Planning group support in Adherence historical analytics

We are announcing planning group support in Adherence historical analytics in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026.

How does this affect me?
This feature enables workforce managers to scope historical analysis to the groups that matter for a given question and compare adherence across groups on the same time period. To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.

The adherence historical analytics report includes a planning group filter, which works alongside the report's existing filters, so managers can combine group scope with a date range and other report parameters in a single view. Representatives are associated with planning groups through their scheduled shifts, keeping historical reporting aligned with the shift plans that drive adherence calculation. Planning groups must be configured, with representatives assigned, before the filter returns results.

This capability will be available in the Copilot Service workspace under Workforce management.

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

If you would like more information on this feature, please visit Use the adherence history report.