Microsoft 365 Roadmap
Contact Center historical analytics provides out-of-box historical reporting for Dynamics 365 Contact Center, built on a shared analytics foundation. It moves reporting from heavier workload-specific Power BI models toward a shared analytics foundation with conformed facts, shared dimensions, pre-built aggregations, and common definitions across conversations, sessions, agents, queues, channels, CSAT, handle time, and operational KPIs. Customers can continue using out-of-box Power BI reports while gaining extensibility through Fabric, Direct Lake, SQL, Spark, and custom lakehouse models.