Customer Service Historical Analytics Report in Dynamics 365 Customer Service — Part 1

  • This AI model needs an appropriate volume of cases related to similar topics for generating volume topics.
  • Data Refresh happens after every 24 hours but the time when refresh is completed isn’t guaranteed. The “Last Updated” field at the topmost corner of the report shows when the last update happened.
  • As of now the system updates the report automatically each day, starting at midnight UTC. There is no option to refresh the report manually.


  • The insights dashboards available in “Customer Service Historical Analytics” provide various charts and metrics that help the customer service manager to improve the customer service performance for the organization.
  • Various key performance indicators (KPIs) and grouping of support cases with the AI-driven insights applied on cases, agents, and topics provide effective reporting and hence inbuilt accurate progress tracking capabilities.



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