Discover historical trends, KPIs on voicemail
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 | 
Oct 31, 2022 |
- |
Mar 1, 2023 |
Business value
As part of the Omnichannel historical analytics capabilities, contact centers can get insights into voicemail trends. Supervisors can review overflow trends, voicemail queue volumes, and agent load and response times to make organizational changes.
Feature details
Customer service managers or supervisors need to manage agents who respond to voicemails. Typically, voicemails are left by customers due to queue overflow conditions or enquiries after business hours. With this release, the embedded voicemail analytics provides trends over a period to understand how agents and queues are performing. This enables service managers to take corrective measures, provide appropriate guidance to agents, and improve the customer support experience.
Supervisors can also monitor operational metrics like volume trends over a period of time.
See also
Voicemail dashboard (docs)