We are announcing the ability to use planning groups to treat multiple queues as a single unit to calculate the capacity that is needed for operations more efficiently within Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature reached general availability on August 31, 2026. How does this affect me? With this feature, instead of building capacity plans for each queue and manually calculating overall staffing needs across queues, planning groups can combine queues to more...
Applies to: Dynamics 365 Apps
Source: mc.merill.net — data via Merill Fernando's open archive (MIT).