What it does

Live metrics on queue state, agent availability, active conversations, and bot activity. Reports refresh continuously in Copilot Service workspace. Enabled by default for out-of-the-box roles, no setup needed.

Key facts

• Enabled by default for System Administrator, Omnichannel Administrator, Omnichannel Supervisor, Analytics Reports author, CSR Manager
• Reports available: Summary, Voice, Bot, Agent, Ongoing conversation, Backlog conversation
• Intent group and User group reports: Contact Center only (not Customer Service)
• Voice real-time analytics is a separate checkbox: not enabled automatically when you configure the voice channel
• Bot report requires a bot/AI agent to be configured first
• Customised Copilot Service workspace apps require manual App Designer navigation steps: reports don't appear automatically in customised apps

When to use / skip

Standard in any supervisor deployment. Real-time analytics gives supervisors the visibility to use the conversation controls (monitor, assign, transfer) effectively. Visibility and action are separate, enabling reports doesn't grant conversation control permissions; see feature-supervisor-controls.md.

Configuration decisions

• Which add-on options to activate: voice analytics, intent group (CC only), bot analytics: activate all that are relevant to deployed channels
• Custom role access: if non-standard roles need report access, configure via analytics and dashboards user access settings

Gotchas

• Voice real-time analytics must be explicitly enabled even after you've set up the voice channel. It's a separate checkbox in Operations → Insights → Real-time Analytics. Easy to miss at go-live.
• Customised apps need manual nav setup. If the Copilot Service workspace app has been customised, the reports won't appear in navigation without the App Designer steps. Check before go-live testing.

Consultant notes

• Voice real-time analytics as a separate checkbox is the one to add to your go-live verification checklist. It's not enabled by default when you configure voice, and supervisors sitting in front of a blank voice report section is a common post-go-live surprise.
• Customised workspace apps needing manual App Designer nav setup is the one that bites projects with heavily customised apps. Verify reports appear in the custom app navigation during UAT: don't assume they will.
• Give supervisors training on what the metrics mean, not just where to find them. "High AHT" or a sentiment drop doesn't tell a supervisor what to do. Train the interpretation and the intervention, not just the feature.

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Source last updated: 2026-02-19 | Check this after new report types are added or Contact Center-specific reports change