Dynamics 365 Contact Center - OOTB Analytics Enhancements – Time Window, BU Filters and improvements to agent views

We are announcing the release of OOTB Analytics Enhancements – Time Window, BU Filters and improvements to agent views in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?
This feature enhances the real-time analytics provided to supervisors with more flexibility and precision when monitoring contact center operations.

Key capabilities:

• Focused Time window filter: Default view now shows data from the past 2 hours (instead of full-day or 24-hour range).
• Business unit level filter: Enables comparison across business units and allows users to isolate metrics for a specific business unit.
• Agent Report Enhancement: Includes visibility into idle agents in real time.

What action do I need to take?
This message is for awareness, and no action is required.