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Reporting dashboards use inconsistent time zone filters

Posted on by 41

Reposting this as I've not been able to get an answer.

Basically Omnichannel Insights for Dynamics 365 cannot be filtered to local timezone, where as reports such as Omnichannel historical analytics and Intraday Insights both contain filter to select local timezone.

I've attached screengrabs to describe the 3 different reports.

1. Omnichannel Insights for Dynamics 365 - PowerBI Dashboard embedded in Omnichannel for CS application:

image

  • Time zone filtering by UTC only which skews conversation data by 10 hours
  • Can open and edit in PowerBI however requires customisation to the pbix 

2. Omnichannel historical analytics dashboard:

image

  • Uses GMT for time zone filtering which is 'correct' (ie: doesn't require customisation to show conversation date data in local time zone)
  • Unable to open in PowerBI and limited filtering in Omnichannel for CS application

3. Omnichannel Intraday Insights - PowerBI embedded in Omnichannel for CS app:

image

  • Uses GMT for time zone filtering which is 'correct' (ie: doesn't require customisation to show conversation date data in local time zone)
  • Can open and edit in PowerBI however requires customisation to the pbix 

Our supervisors see Omnichannel insights for D365 on loading up the app. This erodes confidence in the data/reporting if it is unable to be filtered to local time zone.

Making available a GMT filter in all insights reports would solve the problem.

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  • DavidBest Profile Picture
    DavidBest 41 on at
    RE: Reporting dashboards use inconsistent time zone filters

    Hi Pradeep,

    Seems like this a greater problem in Power BI and this is an example where it impacts Dynamics 365 Customer Service reporting (embedded via Power BI). I am reluctant to use Power BI to create a custom date when 2 of the 3 reports already have the GMT filter available. The issue then becomes how to import the GMT filter in Omnichannel Insights for Dynamics 365? In the end I'm still having to create a customisation to an out of the box feature.

    Direct from the documentation: learn.microsoft.com/.../configure-historical-sentiment-dashboard-supervisor

    "Customize Omnichannel Insights -  Important Microsoft does not support customizations made to the Power BI template app and does not provide updates after modifications are made."

    At this point I'm more likely to simply deprecate and use Historical analytics or Customer Service insights (assuming it doesn't have the same problem).

    Does anyone else have this issue in D365 Customer Service? Specifically those using Omnichannel for Customer Service application which contains the embedded dashboard causing our issues.

  • Pradeep Rai Profile Picture
    Pradeep Rai 5,490 Super User on at
    RE: Reporting dashboards use inconsistent time zone filters

    Hi,

    Please check below link for managing the power bi dashboard timezone.

    https://community.powerbi.com/t5/Service/changing-timezone-of-powerbi-service/m-p/153663

    https://www.thepoweruser.com/2019/10/21/handling-different-time-zones-in-power-bi-power-query/

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