Grant access to analytics and dashboards
Analytics dashboards give supervisors and service managers the historical and real-time data they need to understand contact center performance over time. By default, only users with the System Administrator or Supervisor security role can access these dashboards. For any other user who needs access—analysts, team leads, quality managers—you need to grant permissions explicitly.
Configure user access to analytics and dashboards
You can grant analytics access in two ways: assign an existing security role with the appropriate permissions, or create a custom role scoped to exactly the reports you want users to see.
Assign an existing security role
The quickest path is to assign users the Supervisor security role in Power Platform admin center. This grants access to all Omnichannel and Contact Center analytics reports.
Create a custom security role
For users who need access to specific dashboards only, create a custom security role with read permissions on the relevant report entities.
- In Power Platform admin center, open your environment and select Settings in the command bar.
- Navigate to Users + permissions > Security roles, then select New role.
- Enter a name and business unit for the role. Configure Member's privilege inheritance as needed.
- Select Save to create the role.
- With the new role open, go to the Custom Tables tab and locate the analytics report entities in the list.
- For each dashboard the role should access, grant Read privileges on the corresponding entity:
| Dashboard | Report entity |
|---|---|
| Omnichannel historical analytics | msdyn_dataanalyticsreport_oc |
| Omnichannel real-time analytics | msdyn_dataanalyticsreport_oc_rt |
| Real-time analytics for record routing | msdyn_dataanalyticsreport_ur_recordrouting_rt |
| Customer Service historical analytics | msdyn_dataanalyticsreport_csrmanager |
| Copilot Analytics | msdyn_dataanalyticsreport_copilot |
| Knowledge analytics | msdyn_dataanalyticsreport_ksinsights |
- Select Save.
Note
To allow users to bookmark reports, grant Create, Read, Write, and Delete privileges for the Report Bookmark custom entity. To allow users to edit analytics reports, assign the Analytics Report Author role in addition to whatever custom role you create.
Key dashboards for supervisor analytics
Once access is granted, supervisors and service managers can use the following dashboards in Copilot Service workspace.
Omnichannel real-time analytics
Accessed via Service > Omnichannel real-time analytics in Copilot Service workspace, the real-time analytics dashboard gives supervisors a near-real-time view of contact center operations. Reports are prefiltered to the queues the supervisor is signed in to, ensuring they see only data relevant to their teams.
The dashboard includes the following reports, selectable via the report filter:
| Report | What it shows |
|---|---|
| Summary | High-level KPIs for conversation volume, service levels, and available capacity. |
| Voice | Channel-specific metrics for voice interactions. |
| Agents | Health and performance metrics for representatives, based on active conversations. |
| Ongoing conversation | A live list of all conversations in Active, Open, Wrap-up, and Waiting status — the source of supervisor action. |
| Backlog conversation | Conversations from the last 30 days that haven't been resolved, including persistent chats. |
| Bot | Metrics for Copilot agent conversation volumes and outcomes. |
| Intent group | Organizes contact center data by intent, intent group, and line of business. |
| User group | Filters data by agent group for team-level performance analysis. |
Use the Time, Agent, Channel, Queue, Time Zone, Conversation Skill, and Conversation status filters to drill into specific subsets of data. A Business Unit filter is also available and can be configured through data model customization.
Omnichannel historical analytics
Historical analytics provide aggregate performance data over time, useful for identifying trends, comparing periods, and building business cases for operational changes. Access is controlled by the msdyn_dataanalyticsreport_oc entity permission.
Agent performance in historical analytics
Individual representative performance metrics — conversations handled, average handle time, sentiment trends, and resolution rates — are available in the Agent report within Omnichannel historical analytics. Service managers use this data to identify coaching opportunities and track improvement over time.
Agent insights dashboard
The Agent insights dashboard monitors autonomous AI agent performance — not human representative performance. Metrics include total conversation volume, autonomous resolution rate, quality score, and volume breakdown by intent group. A volume funnel shows the escalation path from AI agents to human representatives, making it useful for understanding how much work your Copilot agents are deflecting. Access this dashboard from Omnichannel real-time analytics in Copilot Service workspace.
Tip
When granting analytics access to quality management users, consider pairing read access to Omnichannel real-time analytics (msdyn_dataanalyticsreport_oc_rt) with the Quality Evaluator security role. This gives them both the live conversation context they need to request on-demand evaluations and the historical data to track improvement over time.