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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | - | 
Mar 28, 2025 |
Business value
Contact center managers need to react to events such as increases in the volume of incoming customer queries, longer resolution times, customer escalations, and agent absences. By optimizing agent allocation in real time, managers provide top-notch support and boost customer satisfaction. When managers see the overall support performance through near real-time reporting, they can monitor key operational metrics, make course corrections at the right time, and keep service levels high.
Feature details
Key capabilities for supervisors and managers of contact centers include:
- Summary report: Helps you understand the volume of customer interactions and service levels, along with the available capacity in near real time.
- Agent report: Provides information about the agent capacity and status for the last 24 hours with the ability to drill down to see details, like capacity and adherence, at each agent level.
- Record list: Provides the list of currently ongoing records in the last 24 hours.
- Visual customization: Helps you customize the visual display of the out-of-the-box Power BI reports and publish it to your organization.
- Personalization: Lets report users save and manage multiple bookmarks with the ability to set a default bookmark.
- Auto refresh/Pause refresh: Lets users pause and resume data refresh of reports.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.