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Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Dec 5, 2024 |
Business value
The new Omnichannel Real-time bot dashboard delivers critical operational intelligence by addressing significant gaps in current reporting capabilities. By introducing real-time visibility into IVR traffic, the solution empowers supervisors, analysts, and application owners to proactively monitor and respond to dynamic volume changes throughout the day.
Prior to this innovation, contact center teams faced substantial limitations. Existing Omnichannel Real-time reporting excluded IVR traffic data, while Historical Reporting was constrained by a 24-hour update cycle. These constraints prevented immediate identification and investigation of potential operational issues, creating significant blind spots in performance management.
New dimensions in the Historical Bot Dashboard transform the analytical capabilities. By incorporating DNIS (Dialed Number Identification Service) as a key analytical dimension, the solution provides unprecedented insights into public-facing telephone number volumes. This approach enables precise channel-specific analysis, as each DNIS represents a unique communication purpose and serves as a proxy for understanding nuanced interaction patterns.
Feature details
Key features include:
A new report, Omnichannel Real-time bot dashboard, is available that enables better monitoring of IVR applications in real time. Key capabilities of this feature include reporting of the following bot conversations:
- Active
- Closed conversations
- Bot conversation duration
- Failed bot conversations
- Conversation escalations in real time
- Ability to view call volumes by DNIS and the language of the bot after the conversation is ended by IVR or chat bot.
To enable the Omnichannel Real-time bot dashboard in your environment, contact Microsoft Support. Learn more at Get Help + Support.
Once the feature flag is enabled, administrators must enable the Customer Service Admin Center > Insights > Realtime Analytics > Add real-time analytics for bot checkbox to view the report.
New metrics and filters available for Omnichannel Historical Bot Dashboard. These are available in the data model section of the Power BI dashboard. This option of editing the report is only available to those with the additional Analytics Report Author role. Call center supervisors can use the following for performance management, monitoring, troubleshooting, and optimization:
- OutcomeReasons: Indicates why a conversation with the Copilot Studio bot ended. It's based on every session within the entire bot conversation. This value is only available in historical dashboards through visual customization. It can be added as a matrix table to show the number of conversations based on their outcomes and outcome reasons. This helps identify human agent escalations by design or due to a maximum number of attempts by the user, or if the user reaching the IVR abandoned the conversation.
- DNIS: The specific phone number dialed by users to reach the bot agent. A critical dimension for IVR reporting and operations. For example: When a user calls 800-555-0100, the system logs this as the DNIS.
- Number of failed calls: A metric to show the number of conversations that failed to connect to an IVR after an attempt was made with a call failure treatment for a bot.
- Language of the bot: Captures the last language used during the IVR interaction, which may differ from the default bot language in multilingual configurations.
- Number of escalations to external phone number: An enhancement to the existing escalation metric to include external transfers to Dynamics 365. This feature supports standalone IVR, which won't have Dynamics 365 agents.
Additional resources
Customize the bot dashboard (docs)