MC1062979 - Dynamics 365 Contact Center – Introducing the Manage time-off requests feature

We are announcing the Manage Time-off Requests feature for Dynamics 365 Contact Center. This feature will allow service representatives to submit leave requests that supervisors can review, approve, and integrate into scheduling. This feature will reach general availability on May 2, 2025.

How does this affect me?
This feature will help service representatives, supervisors, and schedulers handle leave requests in a more efficient and organized manner. Service representatives will be able to submit time-off requests directly from the My Schedule view, or Request Management. Additionally, they will be able to view approved time-off visually on the My Schedule calendar. Supervisors will receive notifications of new time-off requests via email or in-app alerts and will be able to review and manage time-off requests in the Request Management view. Schedulers will receive notifications when time-off requests are approved and can view agents' time-off within the schedule view to assist with scheduling decisions.

What action do I need to take?
An administrator must install the Workforce Management for Customer Service package in the Power Platform admin center to activate this feature. To accomplish this, take the following steps:

1. Log in to the Power Platform Admin Center using your administrator credentials.
2. In the left navigation menu, click on Environments.
3. Click to open the details for the environment where Workforce Management (WFM) needs to be enabled.
4. From the toolbar, select Resources and then choose Dynamics 365 Apps.
5. In the Dynamics 365 Apps section, click the Install App button.
6. From the list of available apps, select Workforce Management for Customer Service and click Next.
7. Review the terms of service, agree to them, and click Install to begin the installation process.