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Supported regions and languages for analytics and insights

  • Article

Depending on your location, certain features are available in Dynamics 365 Customer Service insights. Service limits also apply.

Prerequisites

The AI Builder preview models setting should be enabled in Power Platform Admin Center.

Region availability of analytics and insights

The following features are available in all geographic locations where the voice channel in Omnichannel for Customer Service is supported:

  • Call transcription
  • Call insights

Geographic support for real-time message translation is dependent on your translator service.

The following table lists the region availability of analytics and insights.

Note

The features listed in the table aren't available in South Africa, Korea, and Norway.

Feature North America Europe Asia Pacific South America Australia Japan China India Canada United Kingdom France United Arab Emirates Switzerland Germany Government Community Cloud
Copilot—Summarize cases1 Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No
Copilot—Summarize conversations1 Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No
Copilot—Ask a question1 Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No
Copilot—Draft a chat response1 Yes Yes No No No No No No No Yes No No No No No
Copilot—Draft emails1 Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No
Copilot—Generate knowledge drafts from cases1 Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No
Customer Service historical analytics Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Case topic clustering Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Omnichannel historical analytics Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Conversation topic clustering Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Omnichannel historical analytics - Voice Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Sentiment analysis Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
AI suggestions for cases and knowledge articles Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes No Yes
Intelligent skill finder for unified routing Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Sentiment prediction-based routing Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
Effort estimation model for unified routing Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
AI suggestions for contacts in Microsoft Teams Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes No No
AI generated summary for contacts in Microsoft Teams Yes Yes No No No No No No No No No No No No No
Forecast report for agents, cases, and conversations Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
Knowledge Base keywords suggestion Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Unified routing analytics Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes
Omnichannel real time analytics Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Data model customization for historical and real-time reports Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No

Yes: Available
No: Not available

1 By default, the Copilot features are available in the North America region only. Customers with environments outside the United States can use the Copilot features by opting in to data movement across geographical (data) boundaries to share relevant data outside their region for processing.

Language support for AI-based analytics and insights in Customer Service

The following features support all languages that the product supports.

  • Sentiment prediction-based routing
  • Sentiment analysis
  • Call transcription
  • Call insights

Language availability for real-time message translation is dependent on your translator service provider.

The following table lists the language availability of the other Customer Service Insights features.

Feature name English Arabic Danish Dutch French German Italian Japanese Portuguese Simplified Chinese Spanish Portugese (Brazil) Thai
Copilot—Summarize cases2 Yes No Yes Yes Yes Yes Yes Yes No No Yes Yes Yes
Copilot—Summarize conversations2 Yes No Yes Yes Yes Yes Yes Yes No No Yes Yes Yes
Copilot—Ask a question Yes No Yes Yes Yes Yes Yes Yes No No Yes Yes Yes
Copilot—Draft a chat response Yes No No No No No No No No No No No No
Copilot—Draft emails Yes No Yes Yes Yes Yes Yes Yes No No Yes Yes Yes
Copilot—Generate knowledge drafts from cases Yes No No No No No No No No No No No No
Intelligent skill finder for unified routing Yes No No No Yes Yes Yes Yes No No Yes No No
Effort estimation model for routing Yes Yes No Yes Yes Yes Yes Yes No No Yes No No
AI suggestions for cases and knowledge articles Yes No No Yes Yes Yes Yes Yes No No Yes No No
AI suggestions for contacts in Microsoft Teams Yes No No Yes Yes Yes Yes Yes No No Yes No No
AI topic discovery Yes No No No Yes Yes Yes Yes Yes No Yes No No
AI suggestions for article keywords and description Yes No No Yes Yes Yes Yes Yes No No Yes No No
AI generated summary for contacts in Microsoft Teams Yes No No No No No No No No No No No No

Yes: Available
No: Not available

2 Copilot might generate summaries in the agents' UI language even if that isn't an officially supported language.

Microsoft Power Platform capacity impact

If you enable the insights feature, it affects Dataverse entitlements. For more information, see New Microsoft Dataverse storage capacity.

Service limits for analytics and insights
Enable Copilot case and conversation summaries
Enable Copilot help pane
Enable data movement across regions
Set up intelligent skill finder model
Before you build a category classification model - AI Builder
Enable AI suggestions for similar cases and knowledge articles
Configure AI suggestions for contacts in Microsoft Teams
Configure AI topic clustering for conversations
Configure AI suggestions for article keywords and description