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Customer Service Historical Analytics Reports - Last Updated

Posted on by 5

The last updated date for this report has not updated, I can't pull agent data for yesterday.

Has anyone else had an issue with this? 

pastedimage1675950225778v1.png

Thanks

Leeann

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  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Customer Service Historical Analytics Reports - Last Updated

    Hi Leeann,

    Firstly, I'm glad the report is now refreshed.

    If you encounter this issue again afterwards, you can contact the Microsoft support team to investigate in the first instance.

    ======================

    The following is a response to a previous user's question about this issue that you can refer to:

    As per our Dev team's investigation, the Data Refresh shows completed in the backend.
    The reason why the delay for some of the days can be that in the report itself, the "Last updated" field is not the actual report refresh time but the date when the last case created/modified, which means if there are no case created or modified on this org then "Last updated" won't reflect the current date but the last case created time.

  • Leeann Brant Profile Picture
    Leeann Brant 5 on at
    RE: Customer Service Historical Analytics Reports - Last Updated

    Hi

    Yes, I tried all of your suggestions. I export the report daily so it's being used frequently.

    It seems to have updated today so panic over.

    Thanks so much for the response!

  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Customer Service Historical Analytics Reports - Last Updated

    Hi Leeann,

    All users can't see the data refresh?

    Are the "Summary" and "Topic" reports refreshed normally?

    Have you tried to use privacy mode or clear cache to test again?

    Has the report not been accessed in a few days?

    Based on Microsoft document:

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

    pastedimage1675999801408v1.png

    If all possibilities have been checked, I suggest you contact the support team to open a ticket, they can help you check for data refreshes in the background.

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