Dialogue Insights data residency and processing regions
Overview
Dialogue Insights uses Microsoft Fabric for customer-specific real-time and historic dialogue data. This includes the event streams, Eventhouse databases, semantic models, and report workspaces that provide Dialogue Insights dashboards and reports.
The Microsoft Fabric resources used by Dialogue Insights are hosted in the AnywhereNow-managed Azure tenant A dedicated and trusted instance of Azure AD. The tenant is automatically created when your organization signs up for a Microsoft cloud service subscription, such as Microsoft 365. An Azure tenant represents a single organization. [Taken from Microsoft Docs]. Audio recordings, voicemail recordings, and UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. behavior management data are not stored in Microsoft Fabric. For the broader data journey, see Data storage and ownership.
Customer-specific Microsoft Fabric resources
Data separation is implemented by providing every customer with customer-specific Microsoft Fabric resources:
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An Eventstream receives events from the customer's UCC services.
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An Eventhouse database stores events from the customer's UCC services.
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A semantic model consumes the customer-specific Eventhouse database.
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A customer-specific Microsoft Fabric workspace hosts the reports.
The content of the customer-specific Microsoft Fabric workspace is readable only by members of the Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) security group related to that customer. Authentication is handled through Microsoft Entra B2B collaboration.
Fabric workspace regions
The Microsoft Fabric workspace region is determined by the UCC Service region in Dialogue Cloud Neo. Reports and datasets refresh at 00:30 in the timezone of the Microsoft Fabric workspace region.
The Microsoft Fabric workspace regions used by Dialogue Insights are:
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EMEA-GWC: W. Europe Standard Time
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APAC-SEA: Singapore Standard Time
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NORA-CUS: Central America Standard Time
| If UCC Service region is | Then Microsoft Fabric workspace region is |
|---|---|
| EMEA-WEU (West Europe) | EMEA-GWC - Germany West Central |
| EMEA-GWC (Germany West Central) | EMEA-GWC - Germany West Central |
| NORA-CUS (Central US) | NORA-CUS - Central US |
| APAC-SEA (South East Asia) | APAC-SEA - South East Asia |
| APAC-AUE (Australia East) | APAC-SEA - South East Asia |
Customer access to reports and data models
Users who access reports hosted in the customer-specific Microsoft Fabric workspace must be part of the customer-specific Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) security group.