Introduction to Omnichannel Insights dashboard
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
Important
This feature is intended to help customer service managers or supervisors enhance their team’s performance and improve customer satisfaction. This feature is not intended for use in making, and should not be used to make, decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365 Customer Service, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with agents may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end users may be monitored, recorded, or stored.
Note
Microsoft Power BI template reports for Customer Service Analytics dashboards and Omnichannel Insights are deprecated as of November 6, 2023. We recommend that you use the out-of-box Omnichannel historical analytics and Customer Service historical analytics, which don’t need additional Microsoft Power BI licenses. You can visually customize and extend these reports to add additional data sources and metrics through data model customization. For details on the deprecation, go to Deprecations in Customer Service.
Customer service managers or supervisors are responsible for managing the agents who work to resolve customer queries every day through various service channels, including Chat for Dynamics 365 Customer Service. They need to know key operational metrics to ensure that their agents are providing quality support. Supervisors can see trends in these metrics over a period of time to understand how agents and queues are performing, so that they can take corrective measures, provide appropriate guidance to agents, and improve the customer support experience.
Supervisors can use Omnichannel Insights to perform the following tasks:
Monitor operational metrics across channels, queues, and agents.
Monitor support quality via sentiment analysis across channels, queues, and agents.
Note
Contact your system administrator for configuration errors or if you are unable to view the dashboards. To learn more, see Configure Omnichannel Insights dashboards.
Prerequisites
Verify the following prerequisites before you use the Omnichannel Chat and Sentiment Analysis dashboards:
Omnichannel supervisor role is assigned. To learn more, see Assign roles and enable users for Omnichannel for Customer Service.
A user is added in a supervisor configuration. To learn more, see Add users to supervisor configuration.