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View and understand Omnichannel Ongoing Conversations Dashboard

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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.

The Omnichannel Ongoing Conversations dashboard provides information on the conversations that are handled by agents and are in the active, open, wrap up, and waiting status in your organization. This dashboard provides a holistic view of the conversations with details, such as customer, agent assigned, subject, queue, and activity status. The data in the dashboard is auto refreshed in near real time.

Further, you can filter the conversations using the Filter by queues or Filter by agents option to create a personalized view of the queues or the group of agents you want to monitor or track. Select the queues or agents for which you want to view the conversations and then select Apply. The filter is applied, and conversations are displayed based on the selection. Select Save to set this filter as default and when you sign in to Omnichannel for Customer Service, you view conversations based on your saved filter.

Note

  • The Ongoing Conversations dashboard is view only and you can't perform any actions such as open, edit, or delete on this dashboard.
  • The status icon in the Active Agent column of the dashboard does not pertain to an agent's online presence in Omnichannel. The status is displayed based on your Microsoft Teams or Skype for Business integration settings with Microsoft Dynamics 365. The administrator can turn off the presence in the system settings for Dynamics 365.

View Omnichannel Ongoing Conversations dashboard

The Omnichannel Ongoing Conversations dashboard is available in:

Unified Service Desk

  1. Open the Unified Service Desk client application.

  2. Sign in with your supervisor credentials.

    Note

    To learn more, see Sign in to Unified Service Desk – Omnichannel for Customer Service.

  3. Select the Conversations tab.

    The Omnichannel Ongoing Conversations dashboard displays the list of conversations that you and agents are handling.

    Ongoing Conversations dashboard in Unified service desk.

Customer Service workspace

  1. Go to https://YourOrganization.dynamics.com/apps and select Customer Service workspace on the Apps page.

  2. Select the Omnichannel Ongoing Conversations Dashboard tab.

    The Omnichannel Ongoing Conversations dashboard displays the list of conversations that you and agents are handling.

    Omnichannel Ongoing Conversations dashboard.

See also

Provide access to Ongoing Conversations dashboard
Introduction to intraday insights dashboard
View and understand Omnichannel intraday insights dashboard