Unlock insights with analytics and reporting in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365
Explore the analytics and reporting framework in Dynamics 365 Contact Center. Use out-of-the-box historical and real-time dashboards, personalize reports with filters and bookmarks, extend data models with Power BI and Microsoft Fabric, and configure Azure Application Insights to capture and query conversation lifecycle telemetry.
Learning objectives
After completing this module, you're able to:
- Describe the out-of-the-box historical and real-time analytics dashboards available in Copilot Service workspace.
- Configure report state retention and personalize dashboards using filters, bookmarks, and the embedded Power BI editor.
- Complete the prerequisites and four-step process for Power BI data model customization to extend analytics with custom metrics and data sources.
- Embed customized Power BI reports back into Copilot Service workspace and configure automatic page refresh for real-time reports.
- Set up conversation diagnostics in Azure Application Insights and query conversation lifecycle events using KQL.
Prerequisites
- Familiarity with Copilot Service workspace and the Copilot Service admin center
- Basic understanding of Power BI reports and Microsoft Fabric workspaces
- Understanding of Dynamics 365 Contact Center routing and workstreams