Improved embedded analytics for customer service managers


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 5, 2021

Business value

Traditional dashboards have limited interactive capabilities and provide a narrow view into the overall organization. Omnichannel's embedded analytics for chat and digital messaging allows service managers to identify problem areas and opportunities to improve from historical data, along with rich slice-and-dice capabilities powered by Power BI.

Feature details

The redesigned reports include many changes to help supervisors get a comprehensive view of key metrics such as volume, CSAT, and sentiment over time to understand how agents and queues are performing. New key insights cards provide a glimpse into notable trends on core metrics and topics that are important for a supervisor to investigate further in the comprehensive reports. Agent-focused views surface core metrics in order to better understand the primary areas an agent worked on and where the opportunities are for coaching. The reports will also include the ability for supervisors to automate topics to Power Virtual Agents bots.

  • Historical analytical dashboards for cases and agents.
  • Integrated AI features including topic clustering.

See also

Configure Customer Service historical analytics reports (docs)