MC1528937 - Dynamics 365 Contact Center – Boost contact center efficiency with Real Time Streaming Analytics
Microsoft 365 Message Center announcement MC1528937.
MS Message Center's Summary
Microsoft is introducing Real Time Streaming Analytics in the Dynamics 365 Contact Center supervisor workspace application. The phased rollout starts on October 30 and concludes by November 9, 2026. This capability delivers near real time visibility into performance metrics, live wallboards, and direct action controls within a single interface. Administrators should review the new supervisor features and inform relevant staff about the upcoming monitoring improvements.
- Administrator impact
- No direct administrator action is required.
- End user impact
- Supervisors gain live performance metrics and management controls within their workspace.
- Importance
- 3/10: The update introduces valuable monitoring features but requires no immediate configuration or administrative intervention.
- Message Center ID
- MC1528937
- Category
- stay Informed
- Severity
- normal
- Services
- Dynamics 365 Apps
- Tags
- New feature
- Roadmap ID
- 576605
- Platforms
- Web
- Published
- 2026-10-28
- Last updated
- 2026-10-28
- Expires
- 2026-12-31
We are introducing Real-Time Streaming Analytics in the new Contact Center supervisor workspace application, providing supervisors with near real-time visibility into Dynamics 365 Contact Center performance without requiring dashboard refreshes. This feature will be generally available starting Oct 30th with a phased rollout across all regions through November 9, 2026. How does this affect me? This feature enables supervisors to monitor contact center performance and take action from a single experience. Key capabilities include: Monitor performance in near real-time: Track key metrics such as queue backlog, service level, abandon rate, representative presence, available capacity, and conversations handled over time without refreshing the dashboard. Display live performance on wallboards: View continuously updated metrics in full-screen mode to provide a shared view of contact center performance. Analyze queue and representative performance: Drill down from high-level summaries to queue-level and representative-level views to identify performance changes and potential issues. Take action directly from the dashboard : Adjust representative queues, presence, skills, and capacity profiles within the supervisor experience. Configure performance thresholds: Set thresholds for key metrics and use color-coded indicators to identify At Risk and Critical conditions. Supervisors and contact center administrators can access the Contact Center Supervisor Workspace through the Supervisor Dashboard URL and connect to their organization to begin monitoring real-time contact center performance. What do I need to do to prepare? This message is for awareness, and no action is required. If you would like more information on this feature, please visit Boost contact center efficiency with real-time streaming analytics .