Supervisor experiences

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, Power Platform, and Cloud for Industry release plans.

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

The supervisor experience is targeted at customer service managers and analysts. The key operational metrics allow supervisors to continuously monitor and do course corrections like intervene if customer sentiment becomes negative, improve agent staffing to optimize productivity, and help keep service levels high.

The enhancements in 2023 release wave 1 will empower supervisors to get historical and near real-time insights on the performance of the contact center. If you find that your supervisors need additional metrics to improve your contact center efficiency, you can now customize the data models to add new metrics and report on custom entities.