Dynamics 365 Contact Center – Boost contact center efficiency with Real Time Streaming Analytics

We are introducing Real-Time Streaming Analytics in the new Contact Center supervisor workspace application, providing supervisors with near real-time visibility into Dynamics 365 Contact Center performance without requiring dashboard refreshes. This feature will be generally available starting Oct 30th with a phased rollout across all regions through November 9, 2026.

How does this affect me?
This feature enables supervisors to monitor contact center performance and take action from a single experience. Key capabilities include:

• Monitor performance in near real-time:Track key metrics such as queue backlog, service level, abandon rate, representative presence, available capacity, and conversations handled over time without refreshing the dashboard.
• Display live performance on wallboards: View continuously updated metrics in full-screen mode to provide a shared view of contact center performance.
• Analyze queue and representative performance: Drill down from high-level summaries to queue-level and representative-level views to identify performance changes and potential issues.
• Take action directly from the dashboard: Adjust representative queues, presence, skills, and capacity profiles within the supervisor experience.
• Configure performance thresholds: Set thresholds for key metrics and use color-coded indicators to identify At Risk and Critical conditions.

Supervisors and contact center administrators can access the Contact Center Supervisor Workspace through the Supervisor Dashboard URL and connect to their organization to begin monitoring real-time contact center performance.

What do I need to do to prepare?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Boost contact center efficiency with real-time streaming analytics.