Supervisors can create volume spike alerts that compare real-time conversation volume with the forecast linked to a shift plan. When volume remains above forecast for the configured number of intervals, selected recipients receive an in-app notification.
The capability includes the following features:
Administrators can enable workforce alerts in Copilot Service admin center by going to Workforce management > Intraday management > Workforce alerts.
Supervisors can create and manage alerts from Workforce alerts in the Copilot Service workspace site map.
Each alert references a shift plan and monitors the queues associated with its linked capacity plan.
Supervisors can specify the percentage by which actual volume must exceed forecast volume.
Supervisors can specify the number of consecutive intervals during which the deviation must continue before an alert is raised. The forecast determines whether an interval is 15, 30, or 60 minutes.
Supervisors can set an expiration date to limit an alert to a campaign, season, or known event.
Supervisors can select one or more notification recipients for each alert.
Active alerts are evaluated on a recurring schedule. Notifications are sent when the configured threshold and duration are met.
Recipients can select a notification to open the alert details. The details include the queue and alert name, detection time, current and forecast volumes, spike percentage, and an interval-by-interval breakdown.
Access and prerequisites
An administrator must install the Workforce Management for Customer Service package from Power Platform admin center.
Forecasting and scheduling must be configured.
The selected shift plan must have a linked capacity plan and forecast.
Real-time conversation data must be available for the monitored queues.
Business Value:
Contact centers plan staffing based on forecasted demand, but actual demand can change quickly. When conversation volume rises significantly above forecast, queues can grow and service levels can decline before supervisors have time to respond.
Workforce alerts help supervisors identify unusual intraday volume changes without continuously monitoring a dashboard. Supervisors define the deviation and duration that represent a volume spike and select who should be notified when those conditions are met.
The notification provides information about the spike, including how far actual volume is above forecast and whether the deviation is continuing. Supervisors can use this information to decide whether to shift capacity, offer overtime, or defer offline work while these actions can still help protect the customer experience.
Enabled for:
Enabled by admins/makers/marketers for end users
More info: https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-use-volume-spike-alerts
GA date: October CY2026
Preview date: August CY2026