Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
The insights dashboards in Omnichannel for Customer Service contain various charts and metrics to help you understand the factors that can improve customer service for your organization. Key performance indicators and visual breakdowns of your organization's support cases are coupled with AI-generated insights on cases, customer service representatives (service representatives or representatives), and topics that contribute to overall trends. The dashboards provide a view into the support operation across the various channels.
You can customize the visual display of the dashboards and also save your personalized views as bookmarks.
Learn more about managing the dashboards in Manage historical analytics reports in Omnichannel for Customer Service.
Omnichannel historical analytics reports
The following reports are available for Omnichannel historical analytics.
Summary
The Summary dashboard gives you an integrated view of the Copilot agent and Omnichannel metrics. Learn more in the Conversation dashboard.
Conversation
The Conversation dashboard gives you a broad overview of the assisted support customer service experience in your organization. Learn more in the Conversation dashboard.
Queue
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. Learn more in Queue dashboard.
Agent
The Agent dashboard shows charts and KPIs that you can use to guide service representatives and understand overall representative performance. Learn more in the Agent dashboard.
Bot
The Bot dashboard shows charts and KPIs that you can use to understand how AI agents are playing a role in a support organization. Learn more in the Bot dashboard.
Conversation Topics
The Topics dashboard shows a detailed breakdown of conversations and their assigned topics. Learn more in the Topics dashboard.
Note
The reports don't include work items of the Entity Record channel.
Data model
Learn more about Data models and report mappings for historical analytics reports in Customer Service.
Learn more about Dataverse entities 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 default view, select the plus (+) icon, and then select Omnichannel historical analytics.
- If the enhanced multisession workspace view is enabled, select the site map and then select Omnichannel historical analytics.
On the page that appears, select the dashboard.
Reports refresh and data retention
See Analytics reports refresh and data retention
Related information
Introduction to Customer Service insights
Manage bookmarks
Customize visual display