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Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
[This article is prerelease documentation and is subject to change.]
The historical dashboard shows key performance indicators and charts for voice and chat AI agents deployed to channels. Supervisors can use it to understand self-service performance over time, including where self-service agents resolve issues, where conversations escalate to a representative, and where an agent needs tuning.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Prerequisites
- You must have the Supervisor role to view the historical dashboard.
- Ensure that Allow conversation transcripts and their associated metadata to be saved in Dataverse is selected in the Power Platform admin center. This setting is required to save the transcripts used by the dashboard.
- The historical dashboard takes 24 hours to appear after configuration.
Provision the historical dashboard
The historical dashboard requires a one-time setup for your organization.
- In Contact Center Intelligence, open Insights & quality assurance.
- Select Historical.
- If you haven't configured a self-service agent, select Configure agents and complete the agent setup.
- Return to Historical.
- Select Enable dashboard.
Provisioning starts in the background and can take up to 24 hours. You can leave the page while provisioning is in progress.
To review the provisioning status:
- Return to Insights and quality > Historical.
- Select Check again.
After provisioning is complete, the report appears and the enablement message is removed. You don't need to provision the dashboard again.
If provisioning fails, select Try again. If it continues to fail, contact Microsoft Support.
Review the bot report
Select Bot on the historical dashboard to review long-term performance for self-service agents.
The report is the Bot dashboard provided by Dynamics 365 Contact Center. It includes historical metrics and trends for conversations, sessions, engagement, escalation, deflection, resolution, abandonment, and customer satisfaction.
For definitions of the report metrics and instructions for using its charts and drill-down views, see Bot dashboard | Microsoft Learn.
Note
The report might use the term bot even when Contact Center Intelligence uses self-service agent elsewhere in the product.
Use the filters at the top of the report to change the period and scope of the displayed data. The Queue filter described in the Dynamics 365 Contact Center Bot dashboard documentation isn't available in Contact Center Intelligence.
The report shows when its data was last updated. Historical data isn't intended to reflect events in real time.
Review closed conversations
Select Closed conversations on the historical dashboard to review conversations that are no longer active with a self-service agent.
In Contact Center Intelligence, both deflected and escalated conversations are considered closed after the self-service portion of the interaction ends. If a conversation is escalated, any activity that occurs later in the non-Microsoft contact center isn't tracked as part of the self-service conversation.
- Use the time-range and self-service-agent filters to narrow the conversation list.
- Filter the table to show one of the following conversation types:
- All closed conversations.
- Deflected conversations.
- Escalated conversations.