Omnichannel supervisor experience enhancements
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 | - | - |  Apr 1, 2020 |
Business value
Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.
Feature details
In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:
- Drill down to specific agents and look at their operational metrics.
- Manage agent availability remotely.
See also
View and understand Omnichannel intraday insights dashboard (docs)