Contact center management
Contact Center Service provides various default dashboards and reports for supervisors and service leaders. These dashboards display a range of charts, metrics, and key performance indicators that can offer valuable insights about your contact center operations.
Real-time analytics dashboards
In the digital contact center world, supervisors must be able to react to events by optimizing the allocation of service representatives in real time to provide quick support and boost customer satisfaction. Such events include an increase in the volume of incoming customer interactions, longer call lengths, and customer service representative (service representative or representative) absenteeism. By providing visibility into overall support performance, real-time reporting helps supervisors monitor key operational metrics, make course corrections at the appropriate time, and keep service levels high.
The real-time analytics reports provide information about the health and key performance indicators (KPIs) for your organization. They reflect the current situation in the contact center as supervisors oversee service representatives who handle customer conversations that come in through multiple channels. You can change the visual display of the reports and save your personalized views as bookmarks.
As a supervisor, you can use the real-time analytics reports to perform these tasks:
- Monitor key operational metrics in near-real time, and make course corrections at the appropriate time to help keep service levels high.
- Review the allocation of service representatives in near-real time, and then optimize to provide top-notch support and boost customer satisfaction.
- Improve service representative staffing, effectiveness, and utilization by reviewing the skill set and capacity profile of the service representative. You can then assign or transfer ongoing conversations by filtering through queue or service representative.
- Monitor ongoing conversations, track customer sentiment, and intervene as required.
- Drill down to a specific channel, queue, or service representative as required, to gain key operational insights in real time and take necessary action.
Go to Overview of Omnichannel real-time analytics dashboard to learn more about the real-time analytics.
Historical analytics dashboards
You can configure Customer Service historical analytics to give your service managers a combination of BI analytics and AI insights for their organization. The reports use natural language understanding to automatically detect the language used in your support cases and group related support cases into topics.
You can make changes to the visual display of the dashboards and also save your personalized views as bookmarks.
Historical reports include:
Omnichannel Summary dashboard - The Summary dashboard provides a seamless end-to-end reporting of metrics across the customer service journey. This integrated analytics report aligns key metrics in Copilot Studio and Omnichannel for Customer Service.
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 are emerging with the fastest increase in volume.
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 channel historical analytics, reports, and call insights - The Voice analytics report provides comprehensive information on the overall performance of customer support across the voice channel. The reports provide administrators and supervisors with a visualization and ability to filter across channels, queues, customer service representatives (service representatives or representatives), and date ranges to help better understand performance and troubleshoot problem areas.
Agent dashboard - The Agent dashboard shows charts and KPIs that you can use to guide service representatives and understand overall representative performance.
Bot dashboard - You can integrate both Azure and Copilot agents to perform tasks like starting a conversation with the customer, providing automated responses, and then transferring the conversation to customer service representatives (service representatives or representatives), as required. The bot dashboard shows key performance indicators (KPIs) and charts for chat and IVR AI agents. You can use the dashboard to understand how AI agents are performing in a support organization.
Conversation Topics dashboard - The Topics dashboard shows a detailed breakdown of conversations and their assigned topics. Customer Service Insights uses AI-generated topics and natural language understanding to automatically group your conversations to help you better understand how different topic areas are impacting your organization’s support performance.
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 customer service representative (service representative or representative).
Historical analytics for unified routing - The Unified routing report provides routing-specific KPIs and metrics that can be used by supervisors and administrators to track the success of their routing strategy. They can also track the incorrectly routed work items and configurations and correct them to improve the routing effectiveness and thereby customer satisfaction.
Knowledge management analytics
Knowledge analytics helps provide knowledge workers and supervisors with valuable insights about how knowledge articles are being used and searched. Supervisors can use these insights to improve their knowledge management system.
Knowledge analytics includes the following features:
- Article insights - Helps your organization's knowledge workers to understand the impact that knowledge management is making on the overall support experience. The insights include details about articles that are shared.
- Search term insights - Designed to provide supervisors and knowledge workers with valuable insights into how customer service representatives find and use knowledge articles.
Go to Introduction to knowledge analytics to learn more.
Monitor conversations
As a supervisor, you can monitor, assign, transfer, or end conversations that your customer service representatives (service representatives or representatives) are handling by using the Omnichannel Ongoing Conversations dashboard. When you monitor conversations, you can understand how your service representatives are handling the conversations and also check whether any conversation needs your immediate attention. You can also view customer sentiment and service representative responses.
As a supervisor, you can also monitor or assign conversations that are configured for all channels, including records. You can monitor all conversations that are in the Active or Wrap-up states. By joining the conversation, you provide necessary details to both the service representative and customer in the communication panel.
Sentiment analysis enables service representatives and supervisors to understand real-time and historical customer sentiment across channels to improve customer service. The application uses natural language processing (NLP) and machine learning (ML) algorithms to understand customer sentiments.
Go to Sentiment monitoring and Monitor, assign, transfer, and forcibly end conversations to learn more.