Real-time analytics enabled by default

Important

This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for	Public preview	Early access	General availability
Users, automatically	-	-	Nov 17, 2023

Business value

Supervisors will be able to leverage real-time analytics and take advantage of its capabilities to monitor their contact center operations effectively, without any dependency on the administrator.

Feature details

Currently, administrators have to enable real-time analytics from the Customer Service admin center app, so that Omnichannel supervisors will be able to view the report from the Customer Service Workspace site map. With this feature, real-time analytics on the Customer Service Workspace site map will be enabled by default for Omnichannel supervisors. This change is applicable to existing organizations where the feature was never turned on, and to new organizations, going forward. Reports will be provisioned when a user selects the item in the site map.

Note

This change won't affect organizations that had turned off the feature previously. Administrators will be able to disable real-time analytics, if required.

See also

Manage real-time analytics reports in Omnichannel for Customer Service (docs)