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

We are announcing the ability to use planning group support in Adherence tracker 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?
Users will be able to filter the Adherence tracker by planning group and combine this filter with existing shift plan and service representative filters. Adherence percentages and out-of-adherence counts will recalculate for the selected scope, and filter selections will persist across sessions.

What action do I need to take?
Before users can use this feature, an admin must Install the Workforce Management for Customer Service package from the Power Platform admin center. When the package is installed, this feature will be available in Copilot Service workspace under Workforce management > Adherence tracker.

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