{"id":13773,"date":"2025-11-14T01:01:15","date_gmt":"2025-11-13T16:01:15","guid":{"rendered":"https:\/\/m365jp.net\/?p=13773"},"modified":"2025-11-14T01:01:34","modified_gmt":"2025-11-13T16:01:34","slug":"mc1185736-dynamics-365-contact-center-c-improve-real-time-analytics-with-intent-group-and-agent-groups","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-11-14-mc1185736-dynamics-365-contact-center-c-improve-real-time-analytics-with-intent-group-and-agent-groups","title":{"rendered":"MC1185736 | Dynamics 365 Contact Center C Improve real-time analytics with intent group and agent groups"},"content":{"rendered":"
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MC1185736 | Dynamics 365 Contact Center C Improve real-time analytics with intent group and agent groups<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
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Classification<\/th>\nstayInformed<\/td>\n<\/tr>\n
Last Updated<\/th>\n11\/13\/2025 15:58:36<\/td>\n<\/tr>\n
Start Time<\/th>\n11\/13\/2025 15:53:34<\/td>\n<\/tr>\n
End Time<\/th>\n12\/13\/2025 15:53:34<\/td>\n<\/tr>\n
Message Content<\/th>\nWe 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.<\/p>\n

How does this affect me?<\/b><\/p>\n

This feature provides several key improvements to our contact center analytics and reporting: <\/p>\n

    <\/p>\n
  • Filters and Auto Refresh:<\/b>\n
      <\/p>\n
    1. The landing page displays real-time operational metrics with intent group and user group filters.<\/li>\n

      <\/p>\n

    2. The auto-refresh feature ensures supervisors have continuous access to the most up-to-date information.<\/li>\n

      <\/ol>\n

      <\/li>\n

      <\/p>\n

    3. Bot Real-Time Analytics:<\/b>\n
        <\/p>\n
      1. Real-time analytics for agent performance, highlighting crucial metrics such as containment rate and abandon rate.<\/li>\n

        <\/p>\n

      2. These metrics are viewable by intent group.<\/li>\n

        <\/ol>\n

        <\/li>\n

        <\/p>\n

      3. Voice Report Enhancements:<\/b>\n
          <\/p>\n
        1. The voice report includes features such as voicemail and in-queue callback options.<\/li>\n

          <\/p>\n

        2. Additionally, it will track Average Handling Time (AHT) specific metrics like talk time, wrap time, and hold time.<\/li>\n

          <\/ol>\n

          <\/li>\n

          <\/p>\n

        3. Ongoing Conversation Dashboard:<\/b>\n
            <\/p>\n
          1. This dashboard incorporates Line of Business (LOB), Intent Group, and Agent Group concepts.<\/li>\n

            <\/p>\n

          2. Provide a comprehensive view of ongoing conversations with these new categorizations.<\/li>\n

            <\/ol>\n

            <\/li>\n

            <\/p>\n

          3. Backlog Conversation Dashboard:<\/b>\n
              <\/p>\n
            1. This dashboard now includes LOB, Intent groups, and Agent groups.<\/li>\n

              <\/p>\n

            2. Enable supervisors to manage and prioritize backlog conversations more effectively.<\/li>\n

              <\/ol>\n

              <\/li>\n

              <\/ul>\n

              What action do I need to take?<\/b><\/p>\n

              This message is for awareness, and no action is required.<\/td>\n<\/tr>\n

Machine Translation<\/th>\nDynamics 365 Contact Center \u3067\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u5206\u6790\u306e\u305f\u3081\u306b\u30a4\u30f3\u30c6\u30f3\u30c8 \u30b0\u30eb`\u30d7\u3068\u30a8`\u30b8\u30a7\u30f3\u30c8 \u30b0\u30eb`\u30d7 \u30e1\u30c8\u30ea\u30c3\u30af\u3092\u6709\u90e1\u6454\u5de5C\u80fd\u3092k\u8868\u3057\u307e\u3059\u3002\u3053\u306eC\u80fd\u306f\u30012025 \u5e74 11 \u6708 14 \u65e5\u306b\u30d1\u30d6\u30ea\u30c3\u30af \u30d7\u30ec\u30d3\u30e5`\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u3053\u308c\u306f\u79c1\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u3092\u4e0e\u3048\u307e\u3059\u304b?<\/b>
\u3053\u306eC\u80fd\u306b\u3088\u308a\u3001\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf`\u306e\u5206\u6790\u3068\u30ec\u30dd`\u30c8\u306b\u3044\u304f\u3064\u304b\u306e\u91cd\u8981\u306a\u6539\u5584\u304c\u52a0\u3048\u3089\u308c\u3066\u3044\u307e\u3059\u3002 <\/p>\n