Unlock the power of record routing with real-time analytics in Dynamics 365 Contact Centre

Unlock the power of record routing with real-time analytics (Enhancing supervisor visibility into the lifecycle and assignment of cases and other entity records in Dynamics 365 Customer Service).

Real-time User Journey

This journey illustrates how a supervisor uses the feature to manage team workloads and prevent bottlenecks:

1. Dashboard Monitoring: A supervisor logs into the Copilot Service workspace and opens the Real-time Analytics dashboard.
2. Identifying a Surge: On the Summary Report, the supervisor notices an unusual spike in the “Backlog Work Items,” indicating cases are piling up faster than they are being assigned.
3. Queue Drill-down: Using the Queue Report, the supervisor identifies that the “Technical Support” queue is overloaded, while the “General Billing” queue is nearly empty.
4. Agent State Check: The supervisor switches to the Agent Report to see who is currently active. They notice several agents in the Technical Support queue are “Out of Adherence” (e.g., on an extended break).
5. Seamless Reassignment: To resolve the backlog, the supervisor manually reassigns high-priority cases from the Ongoing Work Items list to available agents. The Lifecycle Tracking ensures the history of the case remains intact even after reassignment.
6. Efficiency Validation: At the end of the shift, the supervisor compares “Automatic” vs. “Manual” routing effectiveness on the Summary page to adjust future routing rules.

Step-by-Step: How to Enable This Feature

Real-time analytics for record routing is part of the Unified Routing suite. Follow these steps to activate it:

• Step 1: Prerequisites Ensure Unified Routing is already provisioned for your Dynamics 365 Customer Service environment. Enabling Unified Routing automatically activates the baseline for these analytics.
• Step 2: Admin Configuration Go to the Copilot Service admin center (or Customer Service admin center). In the site map, select Insights under the Operations section.
• Step 3: Enable Analytics Locate Real-time analytics for record routing and select Manage. Flip the toggle for Enable real-time analytics for record routing to On.
• Step 4: Intent-based Insights (Optional) To get deeper data, toggle on Add real-time analytics for record routing for intent. This tracks how records are being handled based on the AI-detected intent of the customer inquiry.
• Step 5: Assign Permissions Ensure supervisors are assigned the CSR Manager security role or have specific permissions added to their custom roles to view the dashboards in the workspace.
• Step 6: Access the Dashboard Supervisors can now find the reports in the Copilot Service workspace app under the Analytics tab.

Infographic: Record Routing Analytics Portfolio

Report Type	Primary Focus	Key Metric Tracked
Summary Report	Organizational Health	Routing effectiveness (Manual vs. Auto)
Queue Report	Work Distribution	Items waiting vs. items assigned per queue
Agent Report	Workforce Performance	Agent presence states and current capacity
Ongoing Work Items	Active Lifecycle	Records handled in the last 24 hours
Backlog Work Items	Pending Demand	Open records requiring assignment action

References

https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/06/04/unlock-the-power-of-record-routing-with-real-time-analytics/