Dynamics 365 Contact Center: Boost contact center efficiency with real-time streaming analytics

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1. 3 Nov 2026 · 01:53:36 UTC Last changed26 Oct 2026 23:15 UTC → 3 Nov 2026 00:14 UTC
2. 3 Nov 2026 · 01:53:36 UTC StatusIn development → Rolling out
3. 3 Nov 2026 · 01:53:36 UTC SummaryReal-time streaming analytics is built into the new supervisor application. An advanced streaming engine keeps metrics up to date with near-instant updates, allowing supervisors to view the latest data without refreshing the dashboard. Key capabilities include: Continuous, streaming dashboards : Monitor mission-critical KPIs such as queue backlog, service level, abandon rate, and representative presence in near real time. Visual alerts highlight anomalies as they occur. Full-screen wallboards : Display live metrics on high-resolution monitors across the contact center floor, providing teams with a shared, at-a-glance view of performance. Drill-down analytics : Navigate from high-level summaries to detailed queue-level and representative-level views to analyze performance and identify issues. Queue & Representative-level insight : Evaluate live indicators such as Queue backlog, Longest wait time, representative presence status and their available capacity, along with performance metrics like average speed to answer and conversations handled over time.**: Evaluate live indicators such as presence status, available capacity, and conversations handled over time. Immediate corrective a… → Real-time streaming analytics is built into the new supervisor application. An advanced streaming engine keeps metrics up to date with near-instant updates, allowing supervisors to view the latest data without refreshing the dashboard. Key capabilities include: Continuous, streaming dashboards : Monitor mission-critical KPIs such as queue backlog, service level, abandon rate, and representative presence in near real time. Visual alerts highlight anomalies as they occur. Full-screen wallboards : Display live metrics on high-resolution monitors across the contact center floor, providing teams with a shared, at-a-glance view of performance. Drill-down analytics : Navigate from high-level summaries to detailed queue-level and representative-level views to analyze performance and identify issues. Queue & Representative-level insight : Evaluate live indicators such as Queue backlog, Longest wait time, representative presence status and their available capacity, along with performance metrics like average speed to answer and conversations handled over time. Evaluate live indicators such as presence status, available capacity, and conversations handled over time. Immediate corrective acti…
4. 28 Oct 2026 · 08:37:56 UTC Link: Microsoft roadmap entryhttps://www.microsoft.com/microsoft-365/roadmap?id=576605 → https://www.microsoft.com/en-us/microsoft-365/roadmap?id=576605
5. 27 Oct 2026 · 02:32:17 UTC Link: Microsoft 365 Message Center Archive by Merill Fernandohttps://mc.merill.net/message/RM576605