MC1062980 - Dynamics 365 Contact Center - Shift swapping for customer service representatives

We are announcing the shift swapping for customer service representatives feature for Dynamics 365 Contact Center. This feature allows customer representatives to control their schedules, enabling them to trade shifts directly with other representatives or by sending a request to their team, all while maintaining staffing levels in their organization. This feature will reach general availability on May 2, 2025.

How does this affect me?
Shift swapping provides customer service representatives with a simple way to adjust their shifts by allowing them to exchange shifts directly within the service, while supervisors can maintain oversight to ensure necessary staffing levels. This feature adds the following:

• Submit swap requests - Allows customer service representatives to submit shift swap requests from My Schedule or via Request Management sections.
• 1:1 swap or public request - Allows customer service representatives to swap shifts with a colleague on a 1:1 basis or post their swap request publicly for other team members to pick up.
• Notifications - Sends notifications using email and/or in-app alerts when swap requests are accepted or rejected to both the customer service representative and supervisors.
• Supervisor oversight - Sends a notification to supervisors when a swap request is made and allows them to review and approve or decline them to ensure appropriate staffing levels.

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.

If you would like more information on this feature, please visit Use shift swapping.