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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Customer Service Histo...
Service | Customer Service, Contact Center, Fie...
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Customer Service Historical Analytics Reports

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Posted on by Brendaama

Hello

Can anyone confirm how I can change the highlighted KPIs and criteria in the Customer Service Historical Analytics

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1526.pastedimage1672859688172v3.png

your response is most appreciated

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  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at

    Hi Brendaama,

    Currently, you can customize visual display of historical analytics reports in Customer Service.

    https://learn.microsoft.com/en-us/dynamics365/customer-service/customize-reports 

    You can edit out-of-box reports in the following ways:

    • Rearrange out-of-box report layouts and change themes.
    • Modify the visual look of the data, such as to display a metric trend over time versus a tabular view.
    • Create visuals using metrics in the data model that aren't directly exposed in the out-of-box reports.

    If you want to add your own KPIs and custom metrics to the reports, there is one preview feature: Customize data models of historical analytics reports in Customer Service.

    https://learn.microsoft.com/en-us/dynamics365/customer-service/model-customize-reports 

    The key capabilities of model customization include the ability to:

    • Edit the out-of-the-box data model and add new metrics.

    • Bring in your own custom entities from Dataverse or any other source and extend the Power BI data model.

    • Publish the customized report to a specific Power BI workspace.

    • Customize the report site map and enable users to access the reports natively from Customer Service workspace.

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