We are announcing the ability to enable intent group and agent group-based metrics and dimensions for Contact Center historical analytics in Dynamics 365 Contact Center. This feature will reach general availability on November 14, 2025.
How does this affect me?
This feature enhances the following reporting capabilities:
- Queue and User Group Metrics: Display of metrics based on both Queue and User group, providing a dual perspective on performance. This approach allows for more detailed and actionable insights, helping supervisors to better understand and optimize operations.
- Intent Group Integration: Incorporating Intent groups into analytics facilitates a more segmented analysis, helping to identify specific areas of improvement within different business units, Intent groups, and individual intents.
This message is for awareness, and no action is required.
Source: Microsoft
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