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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 Release plans for Dynamics 365, Power Platform, and Copilot.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Oct 31, 2024 |
Business value
When customers extend the out-of-the-box real-time analytics, supervisor actions such as Assign, Transfer, Force close, and Monitor don't work. This issue compromises the extensibility feature because supervisors need to toggle between two versions of the real-time reports. By enabling these actions within customized reports, supervisors can use the real-time analytics and customize them to their needs without losing any functionality.
Feature details
Supervisor actions such as assign, transfer, monitor, and force close are available in customized reports.
- Monitor: Supervisors view ongoing conversations, customer sentiment, and agent responses in real time.
- Assign: Supervisors assign conversations to specific agents based on availability and skill.
- Transfer: Supervisors transfer conversations to another agent.
- Force close: Supervisors end conversations.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related content
Assign, transfer, monitor, or force close conversations in customized reports (docs)