We are announcing the ability to boost contact center efficiency with real-time streaming analytics in Dynamics 365 Contact Center. This feature will reach public preview on June 30, 2026.
How does this affect me?This feature provides a reimagined real-time analytics experience in the new Supervisor app where metrics are immediately updated without the need to refresh.
Key functionality of this feature includes:
- Continuous, streaming dashboards: Monitor mission-critical KPIs such as queue backlog, service level, abandon rate, and representative presence as they change in seconds, with anomaly detection surfaced through visual alerts.
- Full-screen wallboards for the floor: Display live metrics on high-resolution monitors across the contact center floor, giving the whole team a shared, at-a-glance view of performance.
- Industry-aligned metric definitions: Standardized metric definitions that follow industry conventions, ensuring consistent, comparable numbers across teams and tools.
- Drill-down analytics: Move from a high-level view into queue-level and representative-level detail to assess performance and pinpoint issues.
- Representative-level insight: Review live details such as presence status, available capacity, and conversations answered over time.
- Immediate corrective actions: Address declining performance in the moment by moving representatives between queues and updating presence, skills, and capacity profiles instantly.
- In-context conversation management: View conversation details and assign or transfer directly from the dashboard.
What action do I need to take?This message is for awareness, and no action is required.