Omnichannel for Customer Service dashboards

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

The insights dashboards in Omnichannel for Customer Service provide charts and metrics that help you analyze customer service performance. Key performance indicators and visual breakdowns of conversations, queues, and customer service representative activity help you identify trends and opportunities for improvement. The dashboards provide visibility into support operations across multiple engagement channels.

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

Learn more about managing 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 Copilot agent and omnichannel metrics.

• Conversation dashboard: The Conversation dashboard provides an overview of customer conversations handled by service representatives.

• 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 contains service representative performance metrics that you can use to guide service representatives and understand overall representative performance.

• Bot dashboard: The Bot dashboard provides charts and KPIs for evaluating AI agent performance and its effect on customer conversations.

• Voicemail dashboard: The Voicemail dashboard shows voicemail status and voicemail volume by 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 historical analytics for proactive outbound engagements.

• Bot-Intent dashboard: The Bot-Intent dashboard provides detailed insights about bot performance and customer engagement, supporting targeted analytics for continuous improvement. This dashboard is available in Dynamics 365 Contact Center only. Learn how to enable it in historical analytics for intent.

• Quality Assurance Agent dashboard: The Quality Assurance Agent dashboard helps you get insights about the Quality Assurance Agent's quality and coaching skills. This dashboard is available in Dynamics 365 Contact Center only. Learn how to enable it in historical analytics for Quality Assurance Agent.

Data model

• Learn more about Data models and report mappings for historical analytics reports in Customer Service.

• Learn more about Dataverse tables used in historical and real-time analytics.

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.

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

Filter information displayed on dashboard

Use filters to refine the KPIs and charts displayed on 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

For refresh schedules and retention periods, review Reports refresh and data retention.

View historical analytics reports in a customized Copilot Service workspace app

If you customized the Copilot Service workspace app, you must complete the following steps to be able to view the reports.

1. On the Copilot Service workspace app tile, select the ellipsis (More Options), and then select Open in App Designer.
2. Select New.
3. On the New page dialog, select Dataverse Table for Omnichannel historical analytics, and then select Next.
4. To add a Dataverse table, select the Select existing table option, and then select Omnichannel historical analytics.
5. Select Show in navigation, and then select Add.
6. From Navigation, select Omnichannel historical analytics, and then select Settings.
7. Enter the following information:
   • Title: Omnichannel historical analytics
   • Icon: Select Use web resource.
   • Select icon: msdyn_/Analytics/imgs/OmnichannelReportIcon.svg
   • ID: OCReportsSubArea
8. Select Advanced Settings, and then select the following checkboxes:
   • SKU: All, On premise, Live, and SPLA.
   • Client: Web.
   • Outlook shortcut: Offline availability.
9. Select Save, and then select Publish.

Related information

Introduction to Customer Service insights
Manage bookmarks
Customize visual display