Can I manually refresh customer service insights

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Posted on by CathyAnne

Hi,

I understand from this article that CS Insights refreshes every 24 hours, but can I manually kick off a refresh of the data?

https://docs.microsoft.com/en-gb/dynamics365/customer-service/customer-service-analytics-insights-csh

Many thanks,

Cathy

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Rushil Vora on at

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RE: Can I manually refresh customer service insights

Hi CathyAnne! That is correct that the CS Insights dashboard embedded in the core Dynamics applications refreshes every 24 hours. Currently, there is no way to manually kick off a refresh of the data. The following documentation (docs.microsoft.com/.../trigger-refresh) refers to the standalone Customer Service Insights application, which is still available but on path to deprecation by the end of the calendar year.

If the manual refresh is something that you'd like to see in the embedded experience as well, it'd be fantastic if you could share on our Ideas forum: experience.dynamics.com/.../

Cheers,

The Insights Team
CathyAnne 47 on at

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RE: Can I manually refresh customer service insights

Ok Thanks Leah, I will wait a little while longer. In the meantime I will check out the article you shared in the manual refresh
Community Member Microsoft Employee on at

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RE: Can I manually refresh customer service insights

Hi CathyAnne ,

Data refresh for inactive environments: Data refresh is paused if the reports aren't used continuously for two weeks. When you access a report after a lengthy period of inactivity, the report will be refreshed in the next refresh cycle.

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-analytics-insights-csh#reports-refresh-data-retention

Data refresh occurs automatically each day, starting at midnight UTC. The time when the refresh completes is not guaranteed.

Perhaps you need to wait a little longer to check if the data has been refreshed.

Regards,

Leah Ju

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CathyAnne 47 on at

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RE: Can I manually refresh customer service insights

Thanks for you reply Leah,

Sorry I should have mentioned I am looking at a sandbox environment. We have been using this to evaluate CSH but there has been a few weeks of inactivity, when myself and a colleague went back in yesterday and raised some cases and tasks, it showed last refresh was 20/07/2021 in the CS insights. On reading the article this made sense due to the period of inactivity, so I was expecting it to have refreshed when I went back in again this morning but it has not and still show last refresh date as 20/07/2021.
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Community Member Microsoft Employee on at

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RE: Can I manually refresh customer service insights

Hi CathyAnne,

If you want to update the dashboards to use current data, you can trigger a refresh on demand without waiting for the next daily refresh.

You can refer following link for more details:

Trigger a refresh of your Customer Service Insights data - Dynamics 365 AI | Microsoft Docs

Regards,

Leah Ju

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