Analytics for third-party channels

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 31, 2020

Feature details

Omnichannel for Customer Service already provides several out-of-the-box channel-specific metrics for first-party channels—for example, average handling time and conversation volume. As part of this feature, third-party channel providers using Dynamics 365 Channel Integration Framework can provide relevant measures for their channels. This enables organizations to get a holistic view of KPIs and insights across different channels and providers.

See also

Channel Analytics (docs)