Overview of real-time streaming analytics

Applies to: Dynamics 365 Contact Center only

Real-time streaming analytics gives supervisors visibility into contact center operations so they can monitor key metrics as they change and take immediate action.

Supervisors use operational metrics such as queue backlog, representative availability, service level, and abandon rate to make time-sensitive decisions. Traditional dashboards refresh at scheduled intervals, which can delay insights during active monitoring.

Real-time streaming analytics uses an event-driven architecture to deliver live performance insights. Supervisors can respond faster, manage staffing, maintain service levels, and improve customer experiences.

Prerequisites

Before you use real-time streaming analytics, make sure that the following requirements are met:

• Omnichannel for Contact Center is configured and in use.
• You have the Omnichannel Supervisor and the Omnichannel Administrator roles to view analytics dashboards and take action.
• Customer interaction channels, such as voice, chat, or other asynchronous messaging channels, are configured and generate live interaction data.
• Configure security roles for bookmarks and thresholds.

Access real-time streaming analytics

Sign in to your organization. Depending on your environment type (production or first release) and organization region, use one of the following links.

Real-time streaming analytics views

In the Contact Center Supervisor app, go to Real-time streaming analytics. The following views are available:

Filter options

Selected filters persist across views when you configure bookmarks.

Use the filter list to refine results based on the following attributes:

• Period: Use the Period filter to view metrics for a specific time range, such as the last 15 minutes, hour, or the last 24 hours. The selected period applies to aggregated metrics across the dashboard. Live metrics ignore the selected Period filter and update based only on applicable real-time filters, such as Business Unit, Channel, and Queue.

• Channel: Use the Channel filter to scope analytics data to a specific engagement channel, such as voice, chat, SMS, or social messaging. Filtering by channel helps supervisors analyze performance, activity, and workload metrics for a particular communication method.

• Business Unit: Filter dashboard metrics by business unit. Select a business unit to view data only for the associated representatives, conversations, queues, and operational activities. Select All business units to view organization-wide metrics. The selected business unit filter is applied consistently across all dashboard tabs.

• Queues: Use the Queue filter to view metrics for one or more queues. Applying a queue filter narrows the displayed data to conversations, representatives, and operational metrics associated with the selected queues, helping supervisors monitor queue-specific performance and staffing levels.

• Representative: Applicable to the Representatives view only. Learn more in Monitor representatives in real time.

• Skill: Applicable to the Representatives view only. Learn more in Monitor representatives in real time.

Select Reset filters to restore the default filter values.

Understand metric types

Metrics in real-time streaming analytics are categorized into two types:

Live metrics

Live metrics show the current operational state and update continuously. You can identify these metrics in the user interface by the Live tag. Examples include:

• Active conversations
• Queue backlog
• Online representatives
• Longest wait time

Aggregated metrics

Percentage-based metrics are calculated using data from the selected time period. You calculate the percentage based on the conversations within that set that meet the metric outcome. For example, if you select the last 15 minutes, Answer rate considers only conversations offered to the queue during those 15 minutes and determines how many of them were answered. A conversation offered 30 minutes ago isn't included, even if you answered it within the last 15 minutes.

Examples include:

• Abandon rate
• Answer rate

Thresholds and visual indicators

Metrics have predefined thresholds that indicate their operational state. Understanding these indicators helps you identify when action is needed. You can set metric thresholds for your organization or for specific queues. Learn more in Configure thresholds.

Select See details for any metric to view threshold ranges, metric definitions, calculations, and trendlines. Trendlines indicate whether metrics are improving or deteriorating. This option is available in every dashboard except the Wallboard view.

Configure bookmarks

Configure bookmarks to save changes to the different views in real-time streaming analytics. You can save up to 10 bookmarks and access only the bookmarks you create. When you sign in or reload the page, your active saved bookmark is automatically applied.

Prerequisites for bookmarks

To use bookmarks, configure the privileges for the Real Time Streaming Analytics Preference (msdyn_ccrtapreference) table:

• Use an account with the System Administrator role.

• If you use the default Omnichannel administrator and Omnichannel supervisor roles, create copies of the roles. If you already use custom or copied roles, configure those roles directly.

• For both roles, configure the table privileges: Set Create, Read, Write, Delete, Append, and Append To to User access. Set Assign and Share to None.

• Map the roles to the Admin and Supervisor personas, and assign the appropriate roles directly to users. Retain existing persona mappings and other required security roles.

Manage bookmarks

To create a new bookmark:

1. In the Contact Center Supervisor app, under Real-time streaming analytics, select a view.
2. Select the relevant filters for the view, and then select Save current filters as bookmark.
3. Enter a name for the bookmark, and then select Save. The new bookmark becomes the Active bookmark for the view.

To manage an existing bookmark, perform the following steps as required:

• To delete a bookmark: Select Manage Bookmarks and then select the delete icon.
• To reset a bookmark:
  • If you have an existing bookmark, select Reset filters to restore the default filter values. A red dot appears next to the bookmark to indicate that you have unsaved changes. You can then update the bookmark, discard your changes, or save the current filter settings as a new bookmark.
  • If you don't have an existing bookmark, select Reset filters to restore the original filter values.
• To update an existing bookmark:
  • Change the filter selections for the bookmark. A red dot appears next to the bookmark to indicate that you have unsaved changes.
  • Select Update bookmark to save your changes. Alternatively, you can discard your changes or save them as a new bookmark.
• To change the bookmark view, select Manage Bookmarks, select the required bookmark, and then select Apply.

Language support

Learn more about the languages supported for real-time streaming analytics in Explore feature availability by language.

The dashboard language is determined in the following priority order:

• If you configure a user-level locale setting in the Dataverse organization, it takes the highest priority.
• If you don't configure a user-level locale, the system uses the organization-level locale setting.
• If neither a user-level nor organization-level locale is configured, the system uses the browser locale setting.

Related information

Wallboard
Assisted Service
Queues
Representatives
Conversations
Self-service