The requirement spans three different report-extension layers: presentation, calculations, and data modeling. Customizing report visuals addresses the presentation layer by allowing analysts to add or modify charts, tables, layouts, pivots, filters, and report pages. Microsoft supports this directly through the embedded Power BI editor and customized Power BI reports.
Calculated columns or measures provide organization-specific calculations that are not already present in the supplied analytics model. Microsoft supports extending a local Power BI model and writing DAX logic for custom metrics while retaining the standard Contact Center measures.
For scenarios requiring additional tables, relationships, fields, or external information, the Power BI data model itself must be extended. Microsoft's data-model customization capability provisions customizable report/model assets in a customer Microsoft Fabric workspace and supports combining Dynamics 365 analytics with additional organizational data.
Automatic page refresh solves a different requirement: data freshness for compatible real-time reports. It does not add new insight, new fields, custom calculations, or enhanced visualization logic.
Study Guide reference: Manage analytics for Dynamics 365 Contact Center - > Extend analytics through report customization and Power BI data-model customization.
