Dynamics 365 Contact Center - Boost contact center efficiency with real-time streaming analytics

🚨 The Signal: Dynamics 365 Contact Center gains real-time streaming analytics for supervisor dashboards and wallboards. This improves operational visibility but introduces new data streams requiring careful access control and monitoring to prevent unauthorised information disclosure.

The Impact

Contact center supervisors gain real-time operational data, increasing the risk of sensitive information exposure if access controls are not properly configured.

• Supervisors: Real-time data access increases risk of over-privileged viewing of sensitive performance metrics.
• Security Team: New data streams require review for appropriate logging and access monitoring.
• Compliance Officers: Data display on wallboards needs assessment for privacy and information classification adherence.

The Action

1. Review Dynamics 365 security roles and privileges for Contact Center supervisors to ensure least privilege access to real-time analytics.
2. Assess data classification for metrics displayed on wallboards to prevent inadvertent disclosure of sensitive operational or personal information.
3. Implement monitoring for access to real-time analytics dashboards to detect unusual activity or unauthorised data viewing.

Domain: M365-Apps · Impact: medium · Workload: M365 Apps