Status: Public Preview — behaviour may change.
What it does
The Representatives tab in Real-time streaming analytics gives supervisors a live view of individual representative activity, availability and workload. They can watch presence and time in status, adjust queue membership, reset presence, update skills and capacity, and see how answered assignments compare with those offered.
Key facts
- Production-ready preview, under supplemental terms of use; Contact Center only
- Reached through Real-time streaming analytics by selecting the Representatives tab; it's one of the views described in feature-realtime-streaming-analytics.md
- A Representative filter (search by all or part of a name) narrows the dashboard to one person
- Summary tiles: Online Representatives, Offline Representatives, Representatives in active conversations, and a Representative presence distribution (Available, Busy, Busy - DND, Away, Offline and custom statuses) with a live indicator
- The grid shows presence status with a Set by indicator (system or a user), duration in status (hh:mm), availability by capacity profile and by capacity units (for example 6/15), Conv. Assignments (Answered/Offered), active conversations, Assignment – Unanswered (split between explicit rejects and timeouts), queue count and skill count
- Selecting the queue or skill count opens a pane listing them; selecting the capacity profile value shows available and consumed capacity per profile
- Bulk actions on selected representatives: Update queues (assign, modify, remove), Update presence, and Update user attributes, which covers Update skills (including proficiency), Update capacity profiles and Update capacity units
- Presence status history for the last 24 hours is available for analysis, and performance is shown over the selected time period
When to use / skip
Use it when supervisors need to rebalance people during the day: pulling someone out of Away, moving representatives between queues, or spotting those rejecting or timing out on assignments.
Skip it if supervisors are staying on the existing real-time reports, or while you'd rather not put a preview experience in front of them.
Configuration decisions
- Which supervisors get to perform bulk edits to queues, presence, skills and capacity, since these change live routing
- Whether supervisors or admins own skill and capacity-profile changes day to day
- How the Answered/Offered and Unanswered figures will be used in coaching conversations, bearing in mind Microsoft's employment-decisions notice
- Which custom presence statuses show up in the distribution and how supervisors should read them
Gotchas
- Edits take effect on live routing. Updating queues, skills or capacity for several representatives at once is quick, and so is getting it wrong.
- Set by matters. A presence status set by the system and one set by a user look alike in the grid until you read that column, so don't assume a representative chose their own Away.
- Unanswered isn't one thing. The bar separates explicit rejections from timeouts; treat them as different behaviours before raising them with a representative.
- It's an individual-level view. Microsoft states it isn't for decisions on compensation, rewards, seniority or other employment rights, and that customers must handle notification and consent under applicable law.
Consultant notes
- Set expectations on who edits what. Giving every supervisor the bulk skills and capacity actions tends to end in routing surprises that nobody can trace; agree a change-control rule first.
- The Answered/Offered ratio is a gift for coaching and a hazard for performance management. Agree with HR how it will and won't be used before you switch the view on.
- As with the rest of the streaming portal, pilot with one supervisor group and keep the existing reports as the fallback until GA.
Source page last updated 29 Sept 2026, public preview. Revisit at GA or if bulk actions, columns or access requirements change.