Intraday insights are deprecated and replaced by real-time analytics reports

Real-time analytics reports provide visibility into the overall support performance of an organization, so supervisors can monitor key operational metrics, make course corrections at the right time, and keep service levels high.

Starting Monday, May 1, 2023, we are deprecating Microsoft Dynamics 365 Intraday Insights for Omnichannel for Customer Service reports and encouraging customers to move to Real-Time Analytics reports. This change is intended to ensure that our customers use our latest and best capabilities when it comes to real-time reporting.

Key dates

• Disclosure date: April 28, 2023
  We sent communications to affected customers that we are planning to deprecate the Intraday Insights for Omnichannel for Customer Service.
• Deprecation date: May 1, 2023
  After this date, we are no longer going to invest in Intraday Insights for Omnichannel for Customer Service.
• End of support: October 31, 2023
  After this date, we are no longer going to support the Intraday Insights for Omnichannel for Customer Service.
• End of life: April 30, 2024
  After this date, Intraday Insights for Omnichannel for Customer Service will be taken out of service.

Next Steps

We strongly encourage you to move to Real-time analytics reports in Omnichannel for Customer Service. We will be focusing our future developments on them, and these reports are our recommended solution for all Dynamics 365 Customer Service real-time reporting needs.

Real-time analytics reports provide information about the health and key performance indicators (KPIs) for your organization. Supervisors can use real-time metrics and review work distribution to adjust agent allocation. They can also drill down into agents’ ongoing conversations, view the customer sentiment, and join the conversation if necessary.

Please contact your Success Manager, FastTrack representative, or Microsoft Support if you have any additional questions.

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