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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Workforce Engagement M...
Service | Customer Service, Contact Center, Fie...
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Workforce Engagement Management in Microsoft Dynamics 365 Contact Center

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Posted on by Travis South 122

For teams using or evaluating Workforce Engagement Management in Dynamics 365 Contact Center, how are you separating human workforce planning from AI-supported service capacity in practice? Are you treating AI agents as part of the staffing model, or managing them separately through routing, orchestration, and governance?

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Dynamics 365 Contact Center

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