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Service representative metrics

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.

This article provides detailed metrics to evaluate the performance and efficiency of service representatives in Dynamics 365 Customer Service, enabling you to optimize operations and enhance customer satisfaction.

Understand the conversation workflow to effectively utilize these metrics and improve customer service operations and decision-making.

Average first response time

First response time is a measure of the time that customers spend waiting for the initial response from a service representative. This metric measures the time from when a customer initiates a conversation (or an AI agent escalates it) to when a service representative accepts and responds. The time is adjusted based on operating hours. First response time provides insight into how quickly a service representative responded to the customer. For messages, this time represents how soon the service representative sent the first response to customer.

The system calculates average first response time by dividing the total first response time across all engaged conversations by the number of engaged conversations. The time can be viewed in two formats: seconds and hh:mm:ss.

Average service representative response time

Service representative response time is the average time that customers who send a message wait to get a response from a service representative. The time is adjusted based on operating hours. It's calculated by dividing total response time by the number of message exchanges in engaged conversations. Longer response times mean customers wait longer between messages, negatively impacting their experience.

The time can be viewed in two formats: seconds and hh:mm:ss.

Service representative response service level

The percentage of customer messages that have a service representative response time of less than 60 seconds.

Total capacity units

The maximum capacity units that are assigned to a representative. It applies only to organizations that use capacity units.

  • Total available capacity units: This metric is a measure of the capacity units that are available to handle conversations.
  • Total occupied capacity units: This metric is a measure of the capacity units that are currently occupied.

Assigned capacity profile count

The number of capacity profiles that are assigned to service representatives.

Total work item capacity

The maximum number work items that are allowed, based on the configuration of the capacity profile.

  • Total available work item capacity: This metric is a measure of the maximum number of additional work items that can be assigned.
  • Total work item capacity in use: This metric is a measure of the work items that are currently being handled by representatives.

Logged in service representatives

This metric is a count of omnichannel service representatives who are currently signed in.

Total service representatives

This metric is a measure of the total number of omnichannel service representatives.

Status duration

The time that a service representative spent in a presence status.

Consult

This metric represents the service representative participation Consult mode. You can use these metrics to customize the visual display of your reports. Learn more in Customize visual display.

The related metrics aren't available by default. Select Edit report to find the following metrics in your data model when you search for Consult.

  • Average consult time: The average time that service representatives spend helping other service representatives on consult requests. It's calculated by dividing the total time spent by service representatives on these requests by the total number of consult requests accepted. You can display the average consult time in seconds or in the hh:mm:ss format.

  • Consult acceptance rate: The total number of sessions accepted by a service representative out of all the requested to consult sessions.

  • Consult not acceptance rate: The total number of consult sessions that a service representative didn't accept, including timed-out and rejected requests.

  • Consult rejection rate: The total number of consult sessions rejected by a service representative out of all requested sessions.

  • Consults requested: The total number of requested consult sessions.

  • Consult requests accepted: The total number of consult sessions requested and accepted by a service representative.

  • Consult requests not accepted: The total number of requested consult sessions that weren't accepted by a service representative.

  • Consult requests rejected: The total number of requested consult sessions that were rejected by a service representative.

  • Consult requests timed out: The total number of requested consult sessions that timed out because the representative didn't respond.

  • Consult time: The time taken by service representatives to help other service representatives on consult requests. This metric can be viewed in seconds and in hh:mm:ss formats. Available only for the omnichannel real-time out-of-the-box dashboard.

  • Consult sessions: The total number of sessions that are under consult. Available only for the omnichannel historical out-of-the-box dashboard.

  • Consult timed out rate: The total number of requested consult sessions that timed out.

Customize visual display
Calculate conversation metrics
Session metrics