This feature provides the following capabilities:
The adherence historical analytics report includes a planning group filter that workforce managers can use to scope results to one or more planning groups.
The planning group filter works with the report’s existing filters, allowing managers to combine planning groups, date ranges, and other report parameters in a single view.
The report recalculates adherence metrics for the filtered scope, providing a group-level view of adherence performance instead of a contact center-wide aggregate.
The report associates representatives with planning groups through their scheduled shifts. This behavior keeps historical reporting aligned with the shift plans used to calculate adherence.
Planning groups must be configured and have assigned representatives before the filter returns results.
In Copilot Service workspace, go to Workforce management.
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:
Adherence only matters when it reflects how your work is organized. Until now, historical adherence reports didn’t account for planning groups, making it hard to see if performance dips came from a single under-supported queue or were spread across the operation.
With planning group support, you can focus your analysis on the groups that matter and compare adherence across them for the same time period. This gives you clearer insights and helps you make smarter staffing decisions.
Enabled for:
Enabled by admins/makers/marketers for end users
GA date: August CY2026