Voicemail dashboard

Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded	Dynamics 365 Contact Center—standalone	Dynamics 365 Customer Service
No	Yes	Yes

The Voicemail dashboard provides a view of the voicemails with details, such as the voicemail status and the number of voicemails per queue and agent.

Access the Voicemail 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 reports summarize the KPIs for the specified time and percentage change over a period of time. You can filter these areas by duration, queue, agent, and time zone. The charts display the following metrics.

KPI	Description
Voicemail by status	The number of voicemails that were initiated by the customer with the status open or close.
Voicemail trend	The number of incoming and closed voicemails per day, for the specified duration.
Voicemail by queue	The number of voicemails by queue.
Voicemail by agent	The number of voicemails assigned to an agent.

See also

Conversation dashboard
Dashboard overview
Queue dashboard
Bot dashboard
Conversation Topics dashboard
Manage report bookmarks