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Omnichannel Real-time analytics reports (Preview) Dynamics 365 Customer Service

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#admincenter

#insights

#real-timedashboard

#reportsettings

Dynamics 365 Customer Service

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Feb 15, 2023

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AI Summary

  • The article discusses the process of enabling the Real-time Analytics (preview) feature in the Customer Service Admin Center of Dynamics 365.
  • Once enabled, the Real-time Analytics feature adds a dashboard to the Customer Service Workspace app after a few minutes.
  • The Summary section of the dashboard provides details about ongoing conversations, KPIs, and other relevant information.
  • The ongoing conversation report within the dashboard displays the details of all ongoing conversations.
  • The agent section shows real-time details about the agents, and clicking on "Details" provides additional information about a specific agent.
  • The Voice report section of the dashboard shows details specific to Voice Channel/Queues.
  • The article also provides a link to access more details about the Real-time Analytics dashboards (preview).
  • The author hopes that the information provided is helpful to the readers.

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