Monitor support operations in near real time for Omnichannel for Customer Service
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 |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | 
Oct 31, 2022 |
- | - |
Business value
Contact center managers need to be able to react to events such as increases in the volume of incoming customer interactions, longer call lengths, and agent absences by optimizing agent allocation in real time to provide top-notch support and boost customer satisfaction. Having visibility into the overall support performance through near real-time reporting empowers managers to monitor key operational metrics, make course corrections at the right time, and keep service levels high.
Feature details
Key capabilities for supervisors and managers of contact centers include:
- Summary report: Helps understand the volume of customer interactions and service levels, along with the available capacity in near real time.
- Agent report: Provides information about the agent capacity and status for the last 24 hours with the ability to drill down to see details, like capacity and adherence, at each agent level.
- Voice report: Provides voice-specific metrics for the last 24 hours.
- Conversation list: Provides the list of currently ongoing conversations (in the last 24 hours).
- Visual customization: Helps customize the visual display of the out-of-the-box Power BI reports and publish to your organization.
- Personalization: Lets report users save and manage multiple bookmarks with the ability to set a default bookmark.
- Auto refresh/Pause refresh: Lets users pause and resume data refresh of reports.
See also
Discover new ways to analyze your Customer Service data (blog)
Overview of Omnichannel real-time analytics dashboards (docs)