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| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | 
Nov 14, 2025 |
- |
Business value
In an autonomous contact center, intent is the key element that integrates all operations. Organizations set up intents and intent groups for the contact center to handle. Real-time analytics empower contact center supervisors to effectively monitor conversations and track operational metrics using intent attributes.
This capability enhances decision-making by providing immediate insights into customer interactions, allowing supervisors to identify trends, optimize representative performance, and ensure that customer queries are resolved efficiently. By leveraging intent attributes, supervisors can gain a deeper understanding of customer intent and improve overall service quality, driving business value through enhanced operational efficiency and customer satisfaction.
Feature details
To view the Intent group and User group dashboards:
- You need to enable Customer Intent Agent for supervisors.
- From Copilot Service admin center > Insights > Realtime analytics for record routing, select the Add real-time analytics for record routing for intent checkbox.
Key improvements include:
As part of visual customization, all real-time dashboards including Summary, Queue, Agent, Ongoing Work items and Backlog Work items reports can be filtered by intent group, intent, and line of business by using the IntentFamilyName in DimIntent dimension. Learn more about visual customization. You can search the data measures for intent to pick specific intent-based filters.
Two new report pages on the existing Realtime Record Routing dashboard:
- Intent group report: Shows key metrics for each intent group. The report provides insights into the performance of each intent and their intent groups.
- Agent group report: Displays metrics for each representative or a group of service representatives called an agent group.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related content
Intent group report (docs)