Dynamics 365 Contact Center – Track quality trends over time with a historical analytics report
We are announcing the ability to track quality trends over time with a historical analytics report in Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026. How does this affect me? This feature gives supervisors and admins a contact center wide view of quality performance over time. The report shows the number of quality dips, the average quality score, the number of supervisor notifications, and the number of coaching nudges sent to CSRs. These metrics cover all evaluated conversations across the contact center over a longer period, so teams can monitor quality trends and take action where needed. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1443020
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