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Manage real-time analytics reports in Omnichannel for Customer Service

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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, 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

Any visual customizations that you might have made on the preview version will be overwritten when your organization gets upgraded to the latest generally available version. Future updates to the data model will be backward compatible and visual customizations will be retained. More information: Future data model updates

Real-time analytics reports in Omnichannel for Customer Service give your supervisors access to real-time metrics and KPIs that reflect the situation in the contact center as they oversee agents who handle customer conversations that come through multiple channels.

The following real-time analytics reports are available:

  • Summary
  • Voice
  • Agents
  • Ongoing conversation

Omnichannel real-time analytics reports are on by default for the following roles: System Administrator, Omnichannel Administrator, Omnichannel Supervisor, Analytics Reports author, and CSR manager. To configure user roles to access analytics and dashboards, see Configure user access to analytics and dashboards.

Manage Omnichannel real-time analytics reports

Omnichannel real-time analytics reports are on by default. You can use the Customer Service admin center app to turn off the Omnichannel real-time analytics reports.

  1. Sign in to Dynamics 365, and on the apps page, select Customer Service admin center.

    Note

    The Customer Service admin center app is automatically installed in all the Customer Service organizations. More information: Get started with Customer Service admin center

  2. In the site map, select Insights in Operations. The Insights page appears.

  3. On the Insights page, Report Settings section, go to Real-time Analytics, and select Manage.

  4. On the Real-time analytics page, turn off the Enable Omnichannel real-time analytics toggle.

  5. Optionally, when the Enable Omnichannel real-time analytics toggle is on, in the Additional options section, you can select the Add real-time analytics for Omnichannel voice option. This option is available only if your organization has the voice feature configured.

View Omnichannel real-time analytics reports

To view the reports in Customer Service workspace, see Access reports.

If you customized the Customer Service workspace app, you must complete the following steps to be able to view the reports.

  1. On the Customer Service workspace app tile, select the ellipsis for More Options, and then select Open in App Designer.
  2. Select New.
  3. On the New page dialog, select URL, and then select Next.
  4. Enter the following information, and then select Add
    • URL: [Organization Url]/main.aspx?pagetype=control&controlName=MscrmControls.Analytics.ReportingControl&data={"featureIds":"e67a1ada-6c62-4b45-b758-0b246f32c1a5"}
    • Title Omnichannel real-time analytics
  5. From Navigation, select Omnichannel real-time analytics.
  6. Enter the following information for Display options.
    • Title: Omnichannel real-time analytics
    • Icon: Select Use web resource.
    • Select icon: msdyn_/Analytics/imgs/RealtimeReportIcon.svg
    • ID: OCRealtimeReportsSubArea
  7. Select Advanced Settings, and then select the following checkboxes:
    • SKU: All, On premise, Live, and SPLA.
    • Client: Web.
    • Outlook shortcut: Pass parameters and Offline availability
  8. Select Save, and then select Publish.

See also

Overview of Omnichannel real-time analytics reports
View and understand the Summary report in Omnichannel real-time analytics
View and understand the Voice report in Omnichannel real-time analytics
View and understand the Agents report in Omnichannel real-time analytics
View and understand the Ongoing Conversation report in Omnichannel real-time analytics
Use Omnichannel for Customer Service metrics
Configure user security to resources in an environment
How access to a record is determined