Configurable Time Unit Display for Time‑Based KPIs in Dynamics 365 Contact Center

1. Feature Overview

Provide Omnichannel Administrators with the ability to configure the unit of measure for time‑based KPIs (for example, handle time and wait time) to display in minutes or seconds across all Dynamics 365 Contact Center reporting experiences, including historical analytics and real‑time operational dashboards.

The configuration must be centrally managed, environment‑wide, and consistently applied to all Microsoft‑provided reporting surfaces that consume Contact Center managed data models.

2. Business Objective

• Enable more precise operational analysis for short‑duration interactions
• Ensure consistent interpretation of time‑based KPIs across real‑time and historical views
• Eliminate the need for custom report duplication or manual time conversions
• Align KPI presentation with enterprise reporting standards and downstream analytics expectations
• Improve supervisor decision‑making by presenting time metrics at appropriate granularity

3. Scope

3.1 In Scope

• Omnichannel historical analytics
• Omnichannel real‑time operational dashboards, including supervisor real‑time views
• Embedded Power BI reports provided by Dynamics 365 Contact Center
• Reporting surfaces sourced from:
• Dataverse
• Azure Data Lake (historical datasets)
• Omnichannel managed real‑time analytics datasets
• Time‑based KPIs including, but not limited to:
• Handle Time
• Average Handle Time (AHT)
• Wait Time
• Average Speed to Answer
• Queue Wait Duration
• Conversation Duration

3.2 Out of Scope

• Custom external reporting tools not consuming Dynamics‑managed datasets
• Changes to raw timestamp storage or event generation in Dataverse or real‑time telemetry
• Per‑user or per‑role overrides of time unit configuration

4. Roles

Omnichannel Administrator

• Manages Contact Center configuration and analytics settings
• Defines the global time unit used for reporting KPIs

Omnichannel Supervisor / Agent

• Consumes real‑time and historical reports
• Cannot modify time unit configuration

5. Functional Requirements

FR‑1: Administrator‑Configurable Time Unit

• The system must allow an Omnichannel Administrator to configure the display unit for time‑based KPIs.
• Supported units must include:
• Minutes (default)
• Seconds
• The configuration must be environment‑wide and centrally managed.

FR‑2: Consistent KPI Display Across All Reporting Surfaces

• When the administrator configures the time unit:
• All applicable time‑based KPIs must display values using the configured unit
• KPI labels, legends, axis titles, and tooltips must reflect the selected unit
• This behavior must apply consistently across:
• Historical analytics
• Embedded Power BI reports
• Real‑time operational dashboards

FR‑3: Historical Analytics Support

• Time‑based KPIs displayed in Omnichannel historical analytics must respect the configured time unit.
• Changes to the configuration must be reflected on the next dataset refresh or report load.
• Existing historical data must not be recalculated or rewritten.

FR‑4: Real‑Time Operational Dashboard Support

• Time‑based KPIs displayed in Omnichannel real‑time dashboards must respect the configured time unit.
• The selected unit must apply uniformly to:
• Summary views
• Agent‑level real‑time views
• Queue‑level real‑time views
• Ongoing conversation views
• Changes to the configuration must be reflected immediately or on the next real‑time refresh cycle.

FR‑5: Data Model–Level Enforcement

• Time unit conversion must be enforced at the managed data model level, not solely at the visualization layer.
• Both:
• Historical managed datasets
• Real‑time managed datasets
• must emit KPI values consistent with the configured unit.
• Downstream Microsoft‑provided reports must inherit the configuration automatically.

FR‑6: No Metric Redefinition Required

• Existing out‑of‑the‑box KPIs must not require re‑creation, duplication, or custom formulas.
• The configuration must not change KPI calculation logic, only the displayed unit of measure.
• Raw timestamps must remain unchanged in Dataverse and telemetry sources.

FR‑7: Dynamic Configuration Updates

• Changes to the time unit configuration must not require environment redeployment.
• New report loads and refreshes must reflect the updated configuration automatically.
• Active user sessions must reflect the updated unit on refresh.

6. Non‑Functional Requirements

NFR‑1: Data Integrity

• Switching between minutes and seconds must not impact:
• KPI accuracy
• Aggregation logic
• Trend analysis across time ranges

NFR‑2: Performance

• Time unit conversion must not introduce measurable latency in:
• Real‑time dashboard refreshes
• Historical report loads
• Existing real‑time and historical analytics SLAs must remain unchanged.

NFR‑3: Security and Governance

• Only users with Omnichannel Administrator permissions may modify the configuration.
• Supervisors and agents must not be able to override or bypass the configured time unit.

7. Acceptance Criteria

1) Given the administrator configures time‑based KPIs to display in seconds

When a supervisor views Omnichannel historical analytics

Then handle time and wait time KPIs are displayed in seconds with correct labeling

2) Given the administrator configures time‑based KPIs to display in seconds

When a supervisor views Omnichannel real‑time dashboards

Then all applicable time‑based KPIs are displayed in seconds

3) Given the configuration is changed from minutes to seconds

When reports are refreshed

Then no KPI recalculation or data loss occurs

8. Assumptions and Dependencies

• Historical analytics are powered by Dynamics 365 Contact Center managed datasets
• Real‑time analytics are powered by Omnichannel managed real‑time telemetry and datasets
• All Microsoft‑provided reporting surfaces consume administrator‑controlled configuration values

9. Optional Future Enhancements (Not Included)

• Per‑dashboard or per‑report unit overrides
• Mixed‑unit display based on duration thresholds
• Export‑specific formatting options