Omnichannel for Customer Service dashboards

Article
04/16/2024

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

The insights dashboards in Omnichannel for Customer Service contain various charts and metrics to help you understand the factors that can improve customer service for your organization. Key performance indicators and visual breakdowns of your organization's support cases are coupled with AI-generated insights on cases, agents, and topics that contribute to overall trends. The dashboards provide a view into the support operation across the various channels.

You can make changes to the visual display of the dashboards and also save your personalized views as bookmarks.

Manage dashboards

To manage the dashboards, go to: Manage historical analytics reports in Omnichannel for Customer Service.

Omnichannel historical analytics reports

The following dashboard reports are available for Omnichannel historical analytics.

Summary

The Summary dashboard gives you an integrated view of the Copilot Studio bot and Omnichannel metrics. More information: Conversation dashboard

Conversation

The Conversation dashboard gives you a broad overview of the assisted support customer service experience in your organization. More information: Conversation dashboard

Queue

The Queue dashboard gives you a broad overview of the customer service experience in your organization by providing insights into how specific queues are operating. More information: Queue dashboard

Agent

The Agent dashboard shows charts and KPIs that you can use to guide agents and understand overall agent performance. More information: Agent dashboard

Bot

The Bot dashboard shows charts and KPIs that you can use to understand how bots are playing a role in a support organization. More information: Bot dashboard

Conversation Topics

The Topics dashboard shows a detailed breakdown of conversations and their assigned topics. More information: Topics dashboard

Note

The reports don't include work items of the Entity Record channel.

Reports refresh and data retention

See Analytics reports refresh and data retention