MC1183553 – M365 Change Digest

One-line summary

Advanced voice and chat agent analytics with custom reporting variables and exit pattern insights will be generally available in Dynamics 365 Contact Center on December 5, 2025.

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Body (from Message Center)

We are announcing advanced voice and chat agent analytics on the Omnichannel Historical Bot Dashboard in Dynamics 365 Contact Center. This feature will reach general availability on December 5, 2025.

How does this affect me?
This feature enhances the existing Omnichannel for Customer Service Historical Bot Dashboard to support:

Segmenting KPIs using user defined Reporting Variable:
Reporting variables allow organizations to introduce business-specific dimensions (e.g., Line of Business, region, campaign) without engineering effort. Once configured, the Omnichannel Historical dashboard under the Bot page can be customized with these user-defined dimensions and metrics, enabling granular analysis of KPIs such as deflection, escalation rate, and containment.

Capturing exit patterns at question prompts to gauge KPI impact:
When the Advanced Bot Analytics option is enabled in the Copilot Service Admin Center > Insights > Omnichannel Historical dashboard, users can analyze metrics related to exit patterns from question nodes and identify the reasons for escalations originating from those nodes within the Omnichannel Historical Bot dashboard.

What action do I need to take?
This message is for awareness, and no action is required.

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