Table of Contents
Summary
- New capability for enabling intent group and agent group-based metrics in Dynamics 365 Contact Center historical analytics.
- Enhanced reporting with dual perspective on performance through Queue and User Group Metrics.
- Segmented analysis with Intent Group Integration to identify areas for improvement.
- No action required from users as this change is for awareness.
Admin Impact: Low
User Impact: Low
Release Start: 14 Nov 2025
Release End: 14 Nov 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
10/18/2025 Item Added to Message Center
Microsoft Message
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.
What action do I need to take?
This message is for awareness, and no action is required.