Update the connection limits for custom Contact Center reports 

Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. Customers can leverage data model customization and extend these analytics to fit their organizational needs. When customizing real-time analytics, there is a potential that the reports are slow and don’t meet the performance goals your organization expects. One way to improve the performance and latency of real-time analytics is to update the connection limits.

The importance of connection limits 

At its core, Power BI’s connection limit determines how many simultaneous connections you can make to a data source. By default, this limit is 10, which suffices for simpler or smaller datasets. However, for more intricate and voluminous datasets, this constraint becomes a bottleneck, hindering the performance and responsiveness of reports. 

Why should you increase the limit to more than 300 connections? 

Increasing the maximum connections beyond 300 provides several notable advantages: 

• Enhanced Performance: More connections enable faster data retrieval and processing, leading to quicker report generation and smoother interactions. 
• Scalability: As your datasets and usage grow, the ability to handle more connections ensures that performance remains robust and scalable. 
• Optimized Custom Reports: Customized reports often involve complex queries and calculations. More connections allow these operations to be executed more efficiently, improving the overall user experience. 

Situations that require customized reports can vary greatly. One reason you might want to create a highly customized report is to show detailed information about the performance of product-based brands in a retail organization. Out-of-the-box reports can show overall conversation metrics across channels in a contact center. But with custom reports, admins can create individual reports about each brand according to the organization’s taxonomy. When managers want to review these reports regularly, it’s important to be able to optimize the speed of report generation, especially as the number of products grows and the goals of the organization change.

How to update the connection limit 

Updating the maximum connections in Power BI is a straightforward process. Here’s how to update the published data model in Power BI.  

1. Download the Dynamics_365_Omnichannel_Realtime_analytics schematic model from the Power BI portal.

2. Open the schematic model using Power BI desktop.

3. Click Options and settings and then Options.

4. Under DirectQuery, change the Maximum connections field to a number greater than 300.

5. Click OK.
6. Save and publish the schematic data model to the same workspace where you downloaded the model.
7. You will receive a warning that this will be applied to all the reports/dashboard that is referencing this schematic data model. You can accept it and proceed to publish it to the workspace. 

Updating the maximum connections in Power BI from 10 to 300 or more is a strategic move that can markedly improve the performance of your customized reports. 

Learn more

For more information about creating custom reports in Dynamics 365 Contact Center, read the documentation: Overview of data model customization | Microsoft Learn 

For more information about optimizing reports in Power BI, refer to  Evaluation configuration settings for Desktop – Power BI | Microsoft Learn

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