Create and manage capacity plans

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-capacity-planning

Published

2026-09-14

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Microsoft Learn terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Dynamics 365 allows up to 10 forecast scenarios with Auto-extension enabled for capacity planning. in context
• Dynamics 365 short-term capacity planning works in 15-minute intervals for up to six weeks; long-term capacity planning gives daily requirements for up to six months. in context
• Dynamics 365 capacity plans take service level percent, target answer time in seconds, shrinkage percent and concurrency as configuration parameters. in context
• Microsoft instructs setting capacity-plan concurrency to 1 for voice calls and as needed for chat and messaging channels. in context

Cite this source record

APA

WarmTransfer. (2026, September 14). Create and manage capacity plans. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-d365-wfm-capacity-planning

BibTeX

@misc{warmtransfer-ms-learn-d365-wfm-capacity-planning,
  title  = {Create and manage capacity plans},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-d365-wfm-capacity-planning},
  note   = {Microsoft, accessed 2026-10-02}
}