What the feature does
Shift rotation policies help organizations distribute customer service representatives across recurring shifts on a configurable schedule. Supervisors can create rotation policies that define how representatives move between time slots over time and apply those policies to shift plans.
Supervisors create policies by specifying a start date, time zone, rotation cadence, and a set of recurring time slots. Representatives are assigned to each time slot, and the scheduler automatically applies the rotation pattern when generating future schedules. This reduces the need for manual shift reassignment while supporting consistent workforce coverage across operating hours.
Changes to a policy affect only future scheduling runs. Existing bookings remain unchanged. When additional staffing is needed, the scheduler can use available flexible workers or other eligible representatives who can cover the required time period.
How the feature is enabled
Administrators enable Workforce Management and shift scheduling capabilities in Customer Service. Supervisors then create and manage shift rotation policies, assign representatives to rotation groups, and associate policies with shift plans.
After a policy is assigned to a shift plan, future automatic scheduling runs apply the configured rotation pattern. Supervisors can pause a policy or remove it from a shift plan at any time to stop rotation-based scheduling.
Business Value:
Organizations that operate 24/7 contact centers or use rotating shifts can reduce the time supervisors spend manually reassigning agents to schedules. With shift rotation policies, administrators define the rotation pattern once and the scheduler automatically applies it. This helps ensure fair and predictable shift distribution for customer service representatives, reduces administrative overhead for supervisors, and supports consistent staffing coverage across operating hours.
Enabled for:
Enabled by admins/makers/marketers for end users
More info: https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-shift-rotation-policies
GA date: August CY2026