Configure Customer Service analytics and access
Customer Service historical analytics must be enabled before service managers can use its built-in reports. Access also depends on security roles and table privileges. Treat feature enablement, report access, bookmarks, and report authoring as separate configuration decisions.
Enable historical analytics
Use the Copilot Service admin center app to manage Customer Service historical analytics:
- In the site map, select Insights.
- Next to Customer Service historical analytics, select Manage.
- Set Enable Customer Service historical analytics report to On.
- Select Save and Close.
Provisioning can take up to 24 hours. After provisioning is complete, authorized users can open Customer Service historical analytics from the site map in Copilot Service workspace or Customer Service Hub.
Enabling this report doesn't enable every other analytics feature. Omnichannel historical analytics, real-time analytics, and knowledge analytics have separate settings and requirements. Configure only the analytics surfaces that the organization needs.
For more information, see Manage historical analytics reports in Customer Service.
Configure report access
By default, users with the System Administrator or CSR Manager role can access Customer Service historical analytics. To provide access through a custom security role, grant read privileges for the tables used by the applicable analytics reports.
Report access and source-record access work together. A user might be able to open an analytics report but see different results from another user because Dataverse security limits the underlying records. Test access with accounts that represent the intended service manager or supervisor roles.
When you design access, apply least privilege:
- Grant report access only to roles that need the analytics surface.
- Grant source-table privileges according to each role's operational responsibilities.
- Verify business unit, team, and record ownership behavior with representative data.
- Recheck access after changing the app, security roles, or analytics configuration.
For more information, see Configure user access to analytics and dashboards.
Configure bookmarks and report editing
Bookmarks and report editing require additional privileges:
- Report consumers need access to the applicable analytics tables.
- Bookmark users need Create, Read, Write, and Delete privileges for the Report Bookmark custom table. A bookmark stores the current report page and filter state for later use.
- Report authors need the Analytics Report Author security role to edit the visual display of supported embedded analytics reports.
Don't assign the author role to every report consumer. Changes published by a report author can affect the report experience for the organization. Use a controlled authoring and review process for shared report changes.
Advanced data-model customization has additional licensing, Microsoft Fabric, workspace, and deployment requirements. Those requirements are separate from granting access to built-in reports and aren't covered in this module.
Validate the configuration
After configuring historical analytics, verify the experience with test users:
- Confirm that the report appears in the expected Customer Service app.
- Confirm that each role can open only the required analytics surfaces.
- Compare visible report data with the records available to the same user in Customer Service.
- Create and reopen a bookmark with a role that needs bookmark functionality.
- Confirm that only designated authors can open report editing capabilities.
This validation separates missing feature configuration from missing privileges and from expected record-level security differences.