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Supported regions and languages for analytics and insights
Learn about region availability and the languages supported for analytics and insights.
05/29/2024
conceptual
Soumyasd27
sdas
sdas
bap-ai-copilot
https //experience.dynamics.com/ideas/categories/list/?category=a7f4a807-de3b-eb11-a813-000d3a579c38&forum=b68e50a6-88d9-e811-a96b-000d3a1be7ad

Supported regions and languages for analytics and insights

Depending on your location, certain features are available in Dynamics 365 Customer Service insights. Service limits also apply.

Prerequisites

The AI Builder preview models setting should be enabled in Power Platform Admin Center.

Region availability of analytics and insights

The following features are available in all geographic locations where the voice channel in Omnichannel for Customer Service is supported:

  • Call transcription
  • Call insights

Geographic support for real-time message translation is dependent on your translator service.

The following table lists the region availability of analytics and insights.

Note

The features listed in the table aren't available in South Africa, Korea, and Norway.

| Feature | North America| Europe | Asia Pacific | South America | Australia |Japan | China | India | Canada | United Kingdom | France | United Arab Emirates | Switzerland |Germany | Government Community Cloud| | ------------------------ | ----- | ------- | -------- | ----- | ------- | ------- | ----- |---- | ------ | ------ | -------- | ------ | | Copilot—Summarize cases1 | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | |Copilot—Summarize conversations1 | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Copilot—Ask a question1 | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Copilot—Draft a chat response1 | Yes | Yes | No | No | No | No | No | No | No | Yes | No | No | No | No | No | |Copilot—Draft emails1 | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | |Copilot—Generate knowledge drafts from cases1 | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Customer Service historical analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Case topic clustering | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Omnichannel historical analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Conversation topic clustering | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Omnichannel historical analytics - Voice | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Sentiment analysis | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | AI suggestions for cases and knowledge articles | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | | Intelligent skill finder for unified routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Sentiment prediction-based routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Effort estimation model for unified routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | AI suggestions for contacts in Microsoft Teams | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No | | AI generated summary for contacts in Microsoft Teams | Yes | Yes | No | No | No | No | No | No | No | No | No | No | No | No | No | | Forecast report for agents, cases, and conversations | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | | Knowledge Base keywords suggestion| Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Unified routing analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes | | Omnichannel real time analytics | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |

Yes: Available
No: Not available

1 By default, the Copilot features are available in the North America region only. Customers with environments outside the United States can use the Copilot features by opting in to data movement across geographical (data) boundaries to share relevant data outside their region for processing.

Language support for AI-based analytics and insights in Customer Service

The following features support all languages that the product supports.

  • Sentiment prediction-based routing
  • Sentiment analysis
  • Call transcription
  • Call insights

Language availability for real-time message translation is dependent on your translator service provider.

The following table lists the language availability of the other Customer Service Insights features.

| Feature name | English | Arabic | Danish | Dutch | French | German | Italian | Japanese | Portuguese | Simplified Chinese | Spanish | Portugese (Brazil) |Thai | | ------- | ----- | -------- | ----- | ------- | ------- | ----- |---- | ------ | ------ | -------- | ------ |--------| | Copilot—Summarize cases2 | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | Yes | Yes | |Copilot—Summarize conversations2 | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | Yes | Yes | | Copilot—Ask a question | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | Yes | Yes | | Copilot—Draft a chat response | Yes | No | No | No | No | No | No | No | No | No | No | No | No | |Copilot—Draft emails | Yes | No | Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | Yes | Yes | |Copilot—Generate knowledge drafts from cases | Yes | No | No | No | No | No | No | No | No | No | No | No | No | | Intelligent skill finder for unified routing | Yes | No | No | No | Yes | Yes | Yes | Yes | No | No | Yes | No | No | | Effort estimation model for routing | Yes | Yes | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No | | AI suggestions for cases and knowledge articles | Yes | No | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No | | AI suggestions for contacts in Microsoft Teams | Yes | No | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No | | AI topic discovery | Yes | No | No | No | Yes | Yes | Yes | Yes | Yes | No | Yes | No | No | | AI suggestions for article keywords and description | Yes | No | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | No | |AI generated summary for contacts in Microsoft Teams| Yes | No | No | No | No | No | No | No | No | No | No | No | No |

Yes: Available
No: Not available

2 Copilot might generate summaries in the agents' UI language even if that isn't an officially supported language.

Microsoft Power Platform capacity impact

If you enable the insights feature, it affects Dataverse entitlements. For more information, see New Microsoft Dataverse storage capacity.

See also

Service limits for analytics and insights
Enable Copilot case and conversation summaries
Enable Copilot help pane
Enable data movement across regions
Set up intelligent skill finder model
Before you build a category classification model - AI Builder
Enable AI suggestions for similar cases and knowledge articles
Configure AI suggestions for contacts in Microsoft Teams
Configure AI topic clustering for conversations
Configure AI suggestions for article keywords and description