Configure Customer Service historical analytics reports

You can configure historical analytics to give your service managers a combination of BI analytics and AI insights for their organization. The reports use natural language understanding to automatically detect the language used in your support cases and group related support cases into topics.

The following historical reports are available:

Enable Customer Service analytics reports

Make sure that you have administrator permissions for Dynamics 365.

You can enable the customer service historical analytics reports in the Customer Service admin center or Customer Service Hub app.

  1. Go to one of the apps, and perform the following steps.

    1. In the site map, select Insights in Operations. The Insights page appears.

    2. For Customer Service historical analytics, select Manage.

    3. On the Customer Service historical analytics page, set the Enable Customer Service historical analytics report toggle to On.

  2. Select Save or Save & Close.

    This configuration will also enable AI-discovered topics from cases with default settings.

Enable historical analytics for unified routing

You can enable historical analytics for unified routing in the Customer Service admin center or Customer Service Hub app. The metrics are available in the report after 24 hours.

Important

Unified routing must be enabled to enable historical analytics for unified routing. More information: Provision unified routing for Customer Service

  1. Go to one of the apps, and perform the following steps.

    1. In the site map, select Insights in Operations. The Insights page appears.

    2. For Customer Service historical analytics, select Manage. The Customer Service historical analytics page is displayed.

    3. Select the Add historical analytics for unified routing check box.

  2. Select Save & Close.

After you enable the setting, you can access the report in one of the following ways:

  • In Customer Service workspace, select the plus (+) icon, and then select Customer Service historical analytics.

  • In Customer Service Hub, in Service, in the site map, select Customer Service historical analytics.

User roles to view analytics reports

The service managers must have the System Administrator or CSR Manager role to view the reports.

Provide report access to additional security roles

Perform the following steps to enable users with different privileges to access reports beyond the default ones.

  1. In Dynamics 365, navigate to Settings and select Advanced settings.

  2. Select Security and then Security roles.

  3. Select the security role that you want to enable access for. For example, agent manager.

  4. Select the Custom Entities tab.

  5. Grant Read privileges to the following entities:

    • Customer Service historical analytics
    • Insights
  6. Select Save and close. The agent manager can now see the Customer Service historical analytics report.

You can see the following reports by navigating to the Service > Analytics and Insights > Customer Service historical analytics page. By default, the Summary page is displayed.

See also

Introduction to Customer Service analytics and insights
Dashboard overview
Knowledge search analytics
Historical analytics for unified routing in Customer Service