Predict and manage support needs with forecasting in Dynamics 365 Customer Service. The feature considers operational metrics such as service level, shrinkage, and concurrency when forecasting agent demand. By considering these factors, organizations can ensure that the agent ability forecast aligns with service level agreements and operational constraints, maximizing efficiency and customer satisfaction. To enable the case forecasting report, find the Case forecasting row, select Manage, and then toggle Enable case forecasting. To enable the agent forecasting for conversation report, find the Agent forecasting for conversation row, select Manage, and then toggle Enable agent ability forecasting. Requirements: You need customer service license in Dynamics 365 Customer Service to access Forecast Service functionality. This feature is available now to all Microsoft Dynamics 365 Customer Service users.
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Read more at https://bit.ly/3J6YKHv
Source: Microsoft Tech Community Microsoft 365 Blog
