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Omnichannel for Customer Service dashboards

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, 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 and customer service representatives (service representatives or representatives) that contribute to overall trends. The dashboards provide a view into the support operation across the various channels.

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

Learn more about managing the dashboards in Manage historical analytics reports in Omnichannel for Customer Service.

Omnichannel historical analytics reports

The following reports are available for Omnichannel historical analytics.

  • Summary dashboard: The Summary dashboard gives you an integrated view of the Copilot agent and Omnichannel metrics.

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

  • Queue dashboard: 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.

  • Voice dashboard: The Voice dashboard provides comprehensive information on the overall performance of customer support across the voice channel.

  • Agent dashboard: The Agent dashboard shows charts and KPIs that you can use to guide service representatives and understand overall representative performance.

  • Bot dashboard: The Bot dashboard shows charts and KPIs that you can use to understand how AI agents are playing a role in a support organization.

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

  • Proactive Outbound dashboard: The Proactive Outbound dashboard provides organizations with detailed insights into proactive outbound customer engagements initiated through proactive outreach. This dashboard is available in Dynamics 365 Contact Center only. Learn how to enable it in omnichannel historical analytics for proactive outbound engagements.

Note

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

Data model

Metrics

Calculate Conversation metrics
Session metrics
Service representative metrics

Access the dashboards

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

  • In the site map, select Omnichannel historical analytics.
  • If the enhanced multisession workspace view is enabled, select the site map and then select Omnichannel historical analytics.

The Summary dashboard appears by default. To switch dashboards, select the required dashboard from the dashboard filter.

Screenshot of dashboard filter

For example, to view the Agent dashboard, select Agent from the dashboard filter.

Filter information displayed on dashboard 

Use the filters to drill down to KPIs across the dashboard. Adjust the filters based on the insights that you're looking for. The available filters include Duration, Channels, Queue, Agent, Conversation Status, and Time zone.

Optionally, you can also add the Business Unit filter that provides a consistent way to focus on a single business unit or compare multiple units. The filter can be configured through data model customization or by adjusting the visual under data measure for the dimension DimBusinessUnit. The Business Unit filter doesn't grant additional access; it simply restricts data visibility based on existing roles and business unit hierarchy. If a user doesn't have security permissions to view a business unit's data, selecting that business unit won't display any information.

Reports refresh and data retention

See Analytics reports refresh and data retention

Introduction to Customer Service insights
Manage bookmarks
Customize visual display

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