Conversation dashboard

The Conversation dashboard gives you a broad overview of the customer service experience in your organization. It uses AI to surface insights into the topics that generate the highest volume and the topics that're emerging with the fastest increase in volume.

The dashboard includes a variety of charts with graphical views of your organization's key performance indicators (KPIs).

The charts for conversation volume drivers and emerging conversation volume by topic charts use natural language understanding to group support conversations as topics that are a collection of related conversations. These charts display the customer support topics that are generating the most volume and emerging topics that are increasing rapidly in volume, helping you identify areas for improvement that can have the greatest impact on support performance.

By default, the dashboard shows you KPIs for the past month and for all channels, queues, and agents in your system. You can use the data filtering options to select data for specific time periods, channels, queues, agents, conversation status, and timezones.

Note

If you switch to a different dashboard, the filter you specified will persist, and be applied to the data on all dashboards.

Access the Conversation dashboard

In the Customer Service workspace or Omnichannel for Customer Service app, do one of the following to view the dashboard:

• In the default view, select the plus (+) icon, and then select Omnichannel historical analytics.
• If the enhanced multisession workspace view is enabled, select the site map and then select Omnichannel historical analytics.

On the page that appears, select the dashboard.

Report details

The conversation lifecycle and the metrics that can be derived in the different statuses is represented in the following diagram.

The following table lists the KPIs in the Conversation dashboard.

Metric	Description	Derivation
Incoming conversations	The number of conversations initiated by the customer that can be presented to a human agent.	All conversations are considered, except bot conversations.
Engaged conversations	Offered conversations that are engaged by an agent. Customer-to-agent communication can begin at this point.	All conversations are considered.
Abandon rate	The percentage of conversations that aren't engaged by agents.	All conversations are considered.
Avg. speed to answer (seconds)	The average time customers waited in the queue before connecting to an agent. (time for acceptance)	Conversations engaged and conversations that are in the closed state are considered.
Avg. CSAT	The average of the customer satisfaction ratings provided by customers. Only available if Dynamics 365 Customer Voice has been configured as a post-conversation survey tool.
Avg. conversation sentiment	The average sentiment score based on the customer's conversation experience. For information on how the sentiment data is derived, see Monitor real-time customer sentiment.

Conversation charts are displayed as shown in the following image.

The KPIs in the conversation chart are as follows.

Title	Description
Incoming conversations vs. engaged conversations	The number of conversations initiated by the customer versus the number of conversations that are accepted and engaged in by agents.
Incoming conversations by channel	The number of conversations initiated by the customer and presented to an agent, sorted by channel.
Avg. CSAT	The average of the customer satisfaction ratings provided by customers. Only available if Dynamics 365 Customer Voice has been configured as a post-conversation survey tool.
Abandon rate	The trend in percentage of conversations that aren't engaged by agents, by day.
Avg. speed to answer (sec)	The average time customers waited in the queue before connecting to an agent. (time for acceptance).
Avg. conversation handle time (min)	The average total conversation active time across engaged conversations.
Avg. customer effort time (min)	The average time from the start of a conversation to the start of the conversation wrap-up time.
Avg. conversation sentiment	The average of predicted customer sentiment in a given timeframe for a set queue or agent, which indicates the degree of positive sentiment expressed by customers at the end of their interaction.
Conversations with secondary channel	The breakdown of conversations across secondary channels.
Top 10 volume topics	The top 10 AI-discovered topics from conversation data sorted by conversation volume.
Emerging conversation volume by topic	The top emerging AI-discovered topics, from conversation data that featured the greatest increase in volume over the duration being evaluated.

The KPIs for the conversation summary are as follows.

Conversation summary	Description
Incoming conversations	The number of conversations initiated by the customer and can be presented to a human agent
Engaged conversations	Offered conversations that are engaged by an agent. Customer-to-agent communication can begin at this point
Avg. wait time (sec)	The average time customers waited before connecting to agents. This is similar to “speed to answer” but it includes wait time from each session within a conversation.
Abandon rate	The percentage of conversations that aren't engaged by agents.
Avg. speed to answer (sec)	The average time customers waited in the queue before connecting to an agent (time for acceptance).
Avg. handle time (min)	The average total conversation active time across engaged conversations.
Transfer rate	The percentage of conversations that are transferred to another agent or queue.
Avg. CSAT	The average of customer satisfaction ratings provided by customers. Only available if Dynamics 365 Customer Voice has been configured as a post-conversation survey tool.
Avg. survey sentiment	The average of customer sentiment based on verbatim provided in survey responses. Only available if Dynamics 365 Customer Voice has been configured as a post-conversation survey tool.
Avg. conversation sentiment	The average of predicted customer sentiment in each timeframe for a set queue or agent, which indicates the degree of positive sentiment expressed by customers at the end of their interaction.
Avg. customer effort time (min)	The average time from the start of the conversation to the start of the conversation wrap up time.

This following table displays the conversation details and their descriptions.

Conversation details	Description
Avg. session per conversation	The average number of sessions in each conversation
Avg. conversation time (min)	The average total time to complete conversations across engaged conversations.
Avg. time for first response (min)	The average total time for first responses across engaged conversations.
Avg. response time (min)	The average total time for first responses on conversations.
Avg. conversation active time (min)	The average time that conversations remain active across engaged conversations.
Avg. conversation inactive time (min)	The average time that conversations remain inactive across engaged conversations.
Avg. conversation wrap-up time (min)	The average time that conversations take to wrap up across engaged conversations.
Avg. incoming messages	The average of the total number of messages sent by customers
Avg. outgoing messages	Average of the total number of messages sent as a response from an agent. This doesn’t include any consult/monitoring messages a supervisor/team lead has sent to an agent.
Incoming messages	The average of the total number of messages sent by customers
Outgoing messages	The average of the total number of messages sent as a response from an agent. This doesn’t include any consult or monitoring messages that a supervisor or team lead has sent to an agent.

Conversation hourly details drill down view

The Conversation hourly details drill down view provides more granular insight into the hour-by-hour breakdown of key conversation metrics within the contact center. The metrics for conversation summary and conversation details metrics are the same as the day-by-day view, ensuring that supervisors can consistently analyze their contact center operation regardless of desired duration granularity.

To view the drill-down, select any single metric value on the day you're interested in, and then select Hourly details.

See also

Dashboard overview
Agent dashboard
Bot dashboard
Manage report bookmarks