Embedded analytics for voice channel
Important
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 | - | - | 
Nov 1, 2021 |
Business value
Traditional dashboards have limited interactive capabilities and provide a narrow view into the overall organization. With historical data, embedded analytics for voice channel empowers service managers and supervisors with the ability to identify problem areas and opportunities for improvement, and provides rich, slice-and-dice capabilities powered by Power BI.
Feature details
Customer service managers or supervisors are responsible for managing the agents who work to resolve customer queries every day through the phone channel. With this release, the embedded analytics provide trends over a period of time to help service managers understand how agents and queues are performing so that they can take corrective measures, provide appropriate guidance to agents, and improve the customer support experience.
Key insights cards provide an at-a-glance view into notable trends on core metrics and topics that are important for a supervisor to investigate further in the comprehensive reports. Agent-focused views display core metrics to help better identify the primary areas an agent worked in and opportunities for coaching.
With these views, supervisors can:
- Monitor operational metrics—such as inbound calls, calls handled, abandon rates, average talk times, and average speed to answer calls—across channels, queues, agents, and topics.
- Monitor support quality through sentiment analysis across channels, queues, agents, and topics.
See also
Voice channel historical analytics, reports, and call insights (docs)