MWPRO IMPACT SCORE
OPERATIONAL IMPACT
20
0
25
50
75
100
LOW IMPACT • MONITOR ONLY
Recommended Action:
No immediate action needed. Keep this on your radar.
No immediate action needed. Keep this on your radar.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Tenant AdminsMicrosoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The update introduces a new analytics report for Dynamics 365 Contact Center, offering supervisors and admins better insight into long-term quality trends. The message states no immediate action is required, so impact is mainly awareness and optional use of the feature. User impact is negligible as the change is admin-facing. Urgency and implementation effort are low since the feature is informational and does not enforce changes.
25
Admin Impact
10
User Impact
20
Urgency
15
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center adds a historical analytics report so you can monitor quality trends over time.
END USERS
No major end-user change expected.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
31 August 2026
31 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Track quality trends over time with a historical analytics report
Message ID: MC1443020
We are announcing the ability to track quality trends over time with a historical analytics report in Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026.
How does this affect me?
This feature gives supervisors and admins a contact center wide view of quality performance over time. The report shows the number of quality dips, the average quality score, the number of supervisor notifications, and the number of coaching nudges sent to CSRs. These metrics cover all evaluated conversations across the contact center over a longer period, so teams can monitor quality trends and take action where needed.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
