View and understand the Agents report in Omnichannel real-time analytics

Article
04/30/2024

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

The Agents report consists of metrics that provide an overview of agent performance to help contact center managers optimize agent allocation in real time. This capability is crucial for ensuring that customers receive the best possible support.

The Agents report provides information about agent capacity and status for the last 24 hours. By drilling down to view details such as capacity at each agent level, you can quickly identify and allocate resources to address any staffing shortages. In this way, you help ensure that customers receive support when they need it.

You can also sort agents by skills by using the Skills filter. In the Agent list section, when you hover over an agent name, the skill set and proficiency of the agent appears. You can review the skills and then assign the best agent required to solve the issue at hand.

You can select the All filter to view agent performance across all channels. Alternatively, you can select a channel to view channel-specific agent performance. You can also filter areas by time, queue, time zone, and conversation status. For more information, see Overview of Omnichannel Real-time analytics dashboards.

Learn more about the metrics that are shown on the Agents report.

Screenshot of real-time Agents report.

Interactive charts

You can view different types of charts on the report, such as donut charts. The visual display helps you discern changes and patterns in the data so that you can act quickly to address the most important issues.

When you select a component in a chart, the data is filtered accordingly. In this way, you can view only data that is related to the selected component. For example, if you select the Busy component in the Agent availability status chart, the dashboard is refreshed and shows only the agents who are currently in the Busy state.

Agent details drill-down

Note

If you don't see all the listed agents from the report as signed in, work with your administrator to make sure your agents have the Omnichannel agent role, or that custom roles have the Read privilege on the msdyn_agentstatus entity reference.

You can drill down from the Agent list section on the dashboard to view key metrics about agent details and specific insights about individual agents' performance.

You'll see the following tabs. The tabs also show custom presence statuses, configured by you and used by your agents.

Agent online: Shows agents who are online at the moment.
Agent offline: Shows agents who logged in earlier but are offline at the moment.
Agents with sessions: Shows agents who worked on a session today, or in the last 24 hours, or have open conversations, depending on the Time filter.

Depending on the information that you want to see, select the tab, and then select an agent name from the Agent list grid. Select Detailed view. Agent details are shown on a new page.

On the agent details page, you can view agent skills by proficiency, and agent availability by units and capacity profiles.

You can drill down further through Conversations and track how a conversation progressed and the customer sentiment that is associated with it. Through Agent presence history, you can view agent presence in real time.

Learn more about the metrics in the Agent list grid and on the agent details page.

Screenshot of the drill-down to agent details.