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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Error | Customer Servi...
Service | Customer Service, Contact Center, Fie...
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Error | Customer Service historical analytics

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Posted on by Michael Lindholm 54
We've been using the historical analytics to gather and report monthly data. Since some time (I think since the last update a couple of months ago) it hasn't been working as before.  It's when filtering on queues the problem appears. 
 
 
This is the standard view without any filters. That's all good. 
 
 
As soon as we filter on queues we loose all data.
 
 
Any ideas what the problem might be?
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Holly Huffman Profile Picture
    Holly Huffman 6,554 Super User 2026 Season 1 on at
    Hi there! 
    Happy Friday :) 
     
     
     
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,841 Moderator on at
    Hello Michael Lindholm,
     

    You're encountering a common issue with the historical analytics in Dynamics 365 Customer Service after recent updates, specifically when filtering by queues. This type of regression is often seen after updates, as changes to underlying data structures or filtering logic can introduce unexpected behavior.

    Let's break down the likely causes and how to troubleshoot:

    Understanding the Problem:

    • Queue Filtering Issues: The problem appears specifically when filtering historical analytics by queues. This suggests a potential bug or change in how queue data is handled.

    • Recent Updates: You've noticed the issue started after recent updates, strongly indicating a correlation.

    • Standard View Works: The standard view without filters works correctly, confirming that the base data is available.

      •  

    Likely Causes:

    1. Data Model Changes:

      • Microsoft updates can sometimes involve changes to the underlying data model used for analytics.
      • These changes might affect how queue data is related to other analytics data. 

    2. Filtering Logic Bugs:

      • The filtering logic for queues might have been inadvertently broken during an update.
      • This could involve issues with how queue IDs are matched or how related data is retrieved. 

    3. Caching Issues:

      • Although less likely in this scenario, caching issues can sometimes affect analytics data.
      • Outdated cached data might be preventing the correct filtering from being applied. 

    4. Permission Changes:

      • Though unlikely, an update could have changed needed permissions. Double check that the user has the correct permissions to view the queue data. 

    5. Data Latency:

      • It's possible that there is an issue with data latency. That the data needed for the filtered view is not being updated as quickly as the unfiltered view.  

      6.  

    Troubleshooting Steps:

    1. Verify Update Details:

      • Check the release notes for the Dynamics 365 Customer Service updates that were applied.
      • Look for any mentions of changes to analytics or queue-related features. 

    2. Test with Different Queues:

      • Try filtering with various queues to see if the problem is specific to certain queues or a general issue.
      • This will help to determine if the issue is with the data in specific queues. 

    3. Clear Browser Cache:

      • Clear your browser's cache and cookies.
      • This can sometimes resolve display issues caused by outdated cached data. 

    4. Try a Different Browser:

      • Test the analytics in a different browser to rule out browser-specific issues. 

    5. Check System Jobs:

      • Go to Settings > System Jobs and look for any failed or pending jobs related to analytics or data processing.
      • A failed system job could be preventing the analytics from working correctly. 

    6. Review Customizations:

      • If you have any customizations related to queues or analytics, temporarily disable them to see if they are causing the problem.
      • This includes business rules, javascript, and workflows. 

    7. Contact Microsoft Support:

      • This is the most crucial step. Report the issue to Microsoft Support.
      • Provide detailed information about the problem, including screenshots and the steps to reproduce it.
      • They can investigate the issue and provide a fix or workaround. 

    8. Provide Feedback:

      • Use the Microsoft Dynamics 365 feedback portal to report the issue. The more people that report the issue, the higher the chance of it being fixed. 

      9.  

    Key Recommendations:

    • Contact Microsoft Support immediately. This is likely a bug introduced by recent updates.
    • Provide detailed information to help them reproduce the issue.
    • Monitor Microsoft's release notes for updates and fixes.

      •  

    By following these steps, you can effectively troubleshoot the issue and get your historical analytics working correctly.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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