Dynamics 365 Contact Center: Workforce Management Fundamentals

Managing a modern contact center requires balancing customer satisfaction with operational costs. This course introduces you to the core principles of workforce management within Dynamics 365 Contact Center, helping you align staffing with real-time demand. You will progress from understanding basic scheduling concepts to configuring forecasting models and tracking agent adherence. By the end of this course, you will be able to design efficient staffing plans that reduce wait times and improve agent utilization. What you'll learn: - Understand foundational workforce management concepts and contact center terminology - Forecast customer interaction volumes using historical data and modern predictive models - Create optimized agent schedules based on service level agreements and channel capacity - Monitor real-time agent adherence and manage intraday staffing adjustments - Analyze operational performance metrics to continuously improve contact center efficiency The course begins with essential terminology and the core mechanics of scheduling, before moving into practical configuration steps for forecasting and real-time tracking. This course is designed for contact center managers, team leaders, and operations professionals who are new to Dynamics 365 Contact Center and want to build a solid foundation in workforce planning. No prior scheduling experience is required. Start reading to master the essentials of modern contact center staffing.