Dynamics 365 Contact Center – Improve real-time analytics with intent group and agent groups

We are announcing the ability to enable Intent group and Agent group metrics for real-time analytics in Dynamics 365 Contact Center. This feature will reach public preview on November 14, 2025.

How does this affect me?
This feature provides several key improvements to our contact center analytics and reporting:

• Filters and Auto Refresh:
  1. The landing page displays real-time operational metrics with intent group and user group filters.
  2. The auto-refresh feature ensures supervisors have continuous access to the most up-to-date information.
• Bot Real-Time Analytics:
  1. Real-time analytics for agent performance, highlighting crucial metrics such as containment rate and abandon rate.
  2. These metrics are viewable by intent group.
• Voice Report Enhancements:
  1. The voice report includes features such as voicemail and in-queue callback options.
  2. Additionally, it will track Average Handling Time (AHT) specific metrics like talk time, wrap time, and hold time.
• Ongoing Conversation Dashboard:
  1. This dashboard incorporates Line of Business (LOB), Intent Group, and Agent Group concepts.
  2. Provide a comprehensive view of ongoing conversations with these new categorizations.
• Backlog Conversation Dashboard:
  1. This dashboard now includes LOB, Intent groups, and Agent groups.
  2. Enable supervisors to manage and prioritize backlog conversations more effectively.

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