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Omnichannel for Customer Service dashboards

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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

The insights dashboards in Omnichannel for Customer Service contain various charts and metrics to help you understand the factors that can improve customer service for your organization. Key performance indicators and visual breakdowns of your organization's support cases are coupled with AI-generated insights on cases, customer service representatives (service representatives or representatives), and topics that contribute to overall trends. The dashboards provide a view into the support operation across the various channels.

You can make changes to the visual display of the dashboards and also save your personalized views as bookmarks.

Manage dashboards

To manage the dashboards, go to: Manage historical analytics reports in Omnichannel for Customer Service.

Omnichannel historical analytics reports

The following dashboard reports are available for Omnichannel historical analytics.

Summary

The Summary dashboard gives you an integrated view of the Copilot agent and Omnichannel metrics. Learn more in the Conversation dashboard.

Conversation

The Conversation dashboard gives you a broad overview of the assisted support customer service experience in your organization. Learn more in the Conversation dashboard.

Queue

The Queue dashboard gives you a broad overview of the customer service experience in your organization by providing insights into how specific queues are operating. More information: Queue dashboard

Agent

The Agent dashboard shows charts and KPIs that you can use to guide service representatives and understand overall representative performance. Learn more in the Agent dashboard.

Bot

The Bot dashboard shows charts and KPIs that you can use to understand how AI agents are playing a role in a support organization. Learn more in the Bot dashboard.

Conversation Topics

The Topics dashboard shows a detailed breakdown of conversations and their assigned topics. Learn more in the Topics dashboard.

Note

The reports don't include work items of the Entity Record channel.

Reports refresh and data retention

See Analytics reports refresh and data retention

Introduction to Customer Service insights
Manage bookmarks
Customize visual display