Embedded analytics for chat and digital messaging
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 10, 2021 |
Business value
Traditional dashboards have limited interactive capabilities and provide a narrow view into the overall organization. Omnichannel's embedded analytics for chat and digital messaging allows service managers to identify problem areas and opportunities to improve from historical data, along with rich slice-and-dice capabilities powered by Power BI.
Feature details
Customer service managers or supervisors are responsible for managing the agents who work to resolve customer queries every day through various service channels, chat, and digital messaging channels.
With this release, the embedded analytics for chat and digital messaging allows service managers to understand how agents and queues are performing. The analytics provide trends based on problem areas and opportunities, allowing the service managers to analyze the corrective measures they can take, provide appropriate guidance to agents, and improve the customer support experience. Key insights cards provide a glimpse into the notable trends on core metrics and topics that are important for a supervisor to further investigate.
With embedded analytics, supervisors can:
- Monitor operational metrics across channels, queues, agents and topics like incoming conversation, conversations handled, and abandon rate.
- Monitor SLAs across channels and queues like average first response time, average speed to answer, and average response time.
- Monitor support quality via sentiment analysis across channels, queues, agents and topics like average sentiment and CSAT.
See also
Intraday Insights dashboard (docs)