Improved historical analytics for unified routing scenarios

Important

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Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	Oct 4, 2021

Business value

While diagnostics provides information on a particular work item, historical analytics help organizations identify trends of cases, conversations, and other work items throughout their organization.

Feature details

Administrators use unified routing and routing rules across the classification and assignment stages to help ensure the work item is assigned to the best-suited agent. Embedded historical analytics provides an overview of routing performance of each channel to help optimize the routing strategy and improve the routing and workforce efficiency. Providing organizations a view of the effectiveness of configurations allows them to improve routing configurations to help increase their customer satisfaction and agent satisfaction scores.

See also

Supervisor view of historical analytics for unified routing (docs)