Summary
In this module, you explored the three layers of analytics and reporting in Dynamics 365 Contact Center, each designed for a different level of insight and a different audience.
Out-of-the-box analytics gives everyone a starting point. Historical reports (Customer Service, Omnichannel, and Knowledge analytics) surface aggregated performance data over time. Real-time reports (Omnichannel real-time analytics and real-time analytics for record routing) give supervisors a live view of operational health. All dashboards are accessible directly from Copilot Service workspace, and supervisors can personalize their views using the embedded Power BI editor, report filters with saved groups, and bookmarks. For customized workspace apps, configuring the Table content type in App Designer preserves report state across session tab switches.
Power BI data model customization extends the underlying data models that power the out-of-the-box reports. After completing prerequisites, like licenses, Microsoft Entra ID security group, and Power BI tenant settings, administrators follow a four-step process: selecting a Microsoft Fabric workspace, provisioning the data models, granting permissions to authors and viewers, and embedding the finished reports back into Copilot Service workspace. Customized reports can incorporate new metrics, custom Dataverse entities, and external data sources, and appear natively in the workspace site map. For real-time customized reports, automatic page refresh at five-second or 10-second intervals keeps supervisors looking at current data.
Azure Application Insights conversation diagnostics provides a conversation-level telemetry pipeline. By connecting your Managed Environment to an Application Insights instance through Power Platform admin center's Data export feature, conversation lifecycle events flow into the Azure Monitor Traces table. Operations teams can query these events with KQL to diagnose routing failures and investigate unexpected conversation outcomes. The data can be exported and combined with other datasets to build custom monitoring dashboards, with the Microsoft FastTrack team's reference implementation available as a starting point.
Next steps
To continue building on your analytics setup: