This feature provides the following capabilities:
When creating or editing a forecast scenario, forecasters can optionally select a planning group.
When a planning group is selected, the Timezone, Channel, and Queue values are populated from the planning group definition and become read-only. This behavior keeps the scenario aligned with its planning group.
When no planning group is selected, forecasters can manually edit the Timezone, Channel, and Queue values. Existing scenario creation workflows remain unchanged.
The forecast scenario list includes a Planning group column that forecasters can use to sort and filter scenarios.
Capacity plans created from a forecast scenario inherit the scenario’s planning group. For a capacity plan created from an uploaded file, forecasters can select the planning group manually.
Access and prerequisites
To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
Business Value:
Contact center demand rarely aligns perfectly with a single queue. Most lines of business, sites, or skill pools rely on multiple queues and channels that share the same agents and service goals.
Planning group support brings these queues and channels together so you can forecast them as one unit. Instead of juggling separate scenarios, you work with a single view where volume and average handle time reflect the actual demand pool your team staffs. This means you can pass accurate numbers straight to capacity planning and scheduling without extra steps. You save time, reduce errors, and measure performance at the level your business truly operates.
If you manage dozens of queues across multiple lines of business, this feature shifts forecasting from a queue-by-queue task to planning at the scale of your entire operation.
Enabled for:
Enabled by admins/makers/marketers for end users
GA date: August CY2026