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Applies to: Dynamics 365 Contact Center only
[This article is prerelease documentation and is subject to change.]
The Conversations view in real-time streaming analytics provides a centralized view of ongoing, queued, and completed customer conversations. Supervisors can monitor activity, apply filters, search conversations, and take bulk actions to efficiently manage customer interactions.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
In Real-time streaming analytics, select the Conversations tab. The Conversations view displays categorized and filterable conversation data across channels.
Important
This feature is intended to help customer service managers or supervisors enhance their team's performance and improve customer satisfaction. It isn't intended to be used, and shouldn't be used, to make decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements.
Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, including laws that are related to accessing individual employee analytics, and monitoring, recording, and storing communications with users. As part of this compliance, customers must adequately notify users that their communications with customer service representatives (service representatives or representatives) might be monitored, recorded, or stored. As required by applicable laws, customers must also obtain consent from users before they use this feature with them. In addition, customers are encouraged to have a mechanism in place to inform their service representatives that their communications with users might be monitored, recorded, or stored.
Key capabilities
- Monitor real-time conversation activity.
- Identify waiting conversations quickly.
- Perform bulk actions for faster resolution.
- Filter and search for targeted insights.
Work with conversations
Apply bulk actions
Use the bulk selection toolbar to manage multiple conversations.
Select conversations using the checkbox.
Select one of the following actions:
- Assign - Assign conversations to a representative
- Transfer - Transfer conversations to another queue or representative
- Force close - Close conversations manually
Search conversations
Use the search box to find conversations based on subject, customer, and representative.
View conversation by queues
Conversations are grouped by queue for easier tracking. The Conversations view includes the following tabs:
- All - Displays all conversations.
- Ongoing - Displays open, active, waiting, and wrap-up.
- Closed - Displays completed conversations.
Each tab shows the number of conversations in that state.
Review conversation details
Each row in the grid provides key details about a conversation:
- Subject - Conversation title
- Customer - Associated customer
- Channel - Communication channel
- Assigned representative - Representative assigned to the conversation
- Created on - Start time of the conversation
- Closed on - End time of the conversation
- Status reason - Current status reason
Related information
Overview of real-time streaming analytics (preview)
Wallboard
Assisted Service
Queues
Representatives