Feature Overview

Provide the ability to exclude Bot‑related data from Dynamics 365 Contact Center reporting, including historical analytics, embedded Power BI reports, and other reporting surfaces, so that reporting reflects human agent performance and queue operations only.

Bot interactions, bot metrics, and bot attribution must be removed or filtered from reporting views where human agent performance and operational metrics are the primary intent.

Business Objective

• Ensure reporting reflects human agent and queue performance only
• Prevent Bot deflection, escalation, and Bot‑handled conversations from skewing operational KPIs
• Align reporting outputs with business reporting expectations when bots are not considered part of agent performance
• Support accurate historical analysis for staffing, SLAs, and queue optimization

Scope

In Scope

• Omnichannel historical analytics
• Embedded Power BI reports provided by Dynamics 365 Contact Center
• Reporting based on:
• Dataverse entities
• Azure Data Lake historical datasets
• Queue‑level, agent‑level, and conversation‑level reporting

Out of Scope

• Bot configuration or runtime behavior
• Bot analytics dashboards intended specifically for Bot performance
• Real‑time operational dashboards (unless explicitly consuming historical datasets)

Definitions

• Bot / Virtual Agent: An AI or automated agent configured through Copilot Studio or Omnichannel Bots that can handle conversations independently or escalate to human agents.
• Bot Interaction: Any conversation segment handled by a Bot prior to, or without, human agent engagement.
• Human‑Handled Conversation: A conversation segment actively handled by an Omnichannel agent.

Functional Requirements

FR‑1: Exclusion of Bot‑Only Conversations

• The system must exclude conversations handled entirely by Bots from:
• Omnichannel historical analytics
• Queue performance reports
• Agent performance reports
• Bot‑only conversations must not contribute to:
• Total conversation counts
• Abandon rates
• Queue volume metrics

FR‑2: Exclusion of Bot Segments in Escalated Conversations

• For conversations that begin with a Bot and later escalate to a human agent:
• Bot‑handled segments must be excluded from historical metrics
• Only the human‑handled portion of the conversation must be included in reporting
• Bot deflection and escalation metrics must not appear in reports focused on human agent performance.

FR‑3: Removal of Bot‑Specific Metrics from Reports

• Bot‑specific metrics must be removed or hidden from applicable reports, including but not limited to:
• Bot deflection rate
• Bot escalation rate
• Bot topic metrics
• Reports intended for queue, agent, or supervisor analysis must not display Bot‑related dimensions or measures.

FR‑4: Consistent Filtering Across Reporting Surfaces

• Bot exclusion must be applied consistently across:
• Embedded Omnichannel historical analytics
• Customer Service historical analytics
• Any reports sourced from the Contact Center historical data model
• Filtering logic must not require report‑by‑report manual customization.

FR‑5: Data Model Enforcement

• Bot‑related data must be filtered at the data model level, not only at the visualization layer.
• Filtering must apply to datasets sourced from:
• Dataverse
• Azure Data Lake historical tables
• Downstream reports consuming these datasets must automatically inherit the Bot exclusion logic.

Non‑Functional Requirements

NFR‑1: Data Integrity

• Excluding Bot data must not impact:
• Human agent conversation counts
• Queue assignment accuracy
• Historical trend continuity for human‑handled interactions

NFR‑2: Performance

• Bot exclusion logic must not significantly increase report load or refresh times.
• Daily historical refresh processes must continue to meet existing SLAs.

NFR‑3: Governance and Security

• Bot exclusion configuration must be managed by administrators with appropriate Contact Center permissions.
• Agents and supervisors must not be able to modify or bypass Bot exclusion logic.

Acceptance Criteria

1. Given a conversation handled entirely by a Bot
2. When historical Omnichannel reports are viewed
3. Then the conversation does not appear in any agent or queue metrics
4. Given a conversation that starts with a Bot and escalates to a human agent
5. When historical reporting is viewed
6. Then only the human‑handled portion contributes to agent and queue metrics
7. Given a queue performance report
8. When Bot exclusion is enabled
9. Then Bot deflection and escalation metrics are not visible

Assumptions and Dependencies

• Historical analytics are sourced from the Dynamics 365 Contact Center historical data model
• Bot interactions are identifiable within Dataverse and/or Azure Data Lake datasets
• Embedded Power BI reports consume Microsoft‑provided datasets